Ways We Listened to and Acted on Your Complaints

Listening to your feedback and learning from your complaints has resulted in the following improvements to our services.

Roofing repairs

We listened

We received a high number of roofing-related complaints, which highlighted an opportunity to improve our customer experience and the repair service we deliver in partnership with our subcontractors.

We acted

We met with our roofing subcontractors to understand how we could improve the customer experience of roofing repairs. As well as their own internal improvements, we identified further opportunities for improvement with our Roofing Escalation Process and diagnosis at the first point of contact. We have made improvements to the diagnosis process for roofing leaks at the first point of contact, through our Customer Services and app. We also brought in an additional subcontractor to reduce delays during peak demand, such as following storms.

Operatives standing on a scaffold chatting

Cleaning of communal areas

We listened

Following the introduction of our new cleaning service for communal areas, your feedback told us that residents found the quality of the cleaning below the standard we expected from our contractor.

We acted

We introduced and updated an audit process to make sure it reflected the full scope of the cleaning contract and highlighted any areas not meeting the target. This improvement has reduced the overall number of complaints relating to cleaning quality. 

People chatting in one of our communal buildings

Reporting defects in new build properties

We listened

Your feedback identified that we had unintentionally provided incorrect advice on tenant responsibility for specific defects in new build homes.

We acted

We conducted a training session on reporting repairs in homes built in the last 12 months, including identifying what is ours and what is your responsibility. This was led by our Development team and delivered to our Customer Service team to allow us to accurately inform you of the correct process for reporting repairs with new homes.

Street view of our Elizabeth Gardens bungalows

Give us your feedback

We encourage you to share your views about the services we provide. We use these to make positive changes.

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