Customer news VIVID Impact

Thanks – you’re making a difference!

Did you know, to get your views on how we're doing every year we call more than 3,000 customers via an independent research company? 300 customers are chosen at random each month to help us.

We always want to hear where you think we need to make improvements, so if you’re asked to take part in a VIVID customer survey your feedback could really make a difference to our services.

Our latest annual survey results tell us you find our staff are polite and professional. And, generally you’re happy with your neighbourhood and the quality of your home.

But you also told us we need to do better at repairs (whether communal or in your home); maintaining the areas around your home; and making sure you feel informed about things to do with your tenancy that matter to you.

Over the last few months, thanks to your feedback here’s just some of the changes we’ve made:

  • Following concerns about the consistency of service, all our gas servicing is now carried out by our own in-house repairs team.
  • Our scrutiny panel, VIVID Impact, told us customers feel we could do more face to face listening, so we’ve started a programme of customer engagement roadshows that will continue over the summer.
  • We’ve changed the way we do kitchen replacements to reduce the time we are in your home. It’s now down from an average of 10 days to an average of 6.
  • Following consultation with residents we’ve made changes to our estate services policy. You can read the updated policy here (PDF 218kb).
  • Waiting times on the phone to report a repair has been a major theme from your comments that we needed to address. You’ve been telling us about your frustrations waiting on the phone to talk to an advisor. So, since the start of 2019 we've recruited and trained 16 new Customer Experience Advisors and will continue to monitor this.

We understand that waiting on the phone can be frustrating, and we'd like to thank you for being patient with us. The good news is we've already seen a big improvement to waiting times. In May, our average waiting time was around 1 minute.

And don’t forget, if you haven’t already, signing up for an online account means you can save time by raising repairs, checking your payments and many other of your needs. Why not sign up today!

Since the start of 2019 we've recruited and trained 16 new Customer Experience Advisors and will continue to monitor this.