Within this area you can see how listening to your feedback has led to improvements being made to our services and your local neighbourhood.
Customer experience feedback is regularly gathered using a range of key measures, including:
- Customer Partnership Panel
- Transactional surveys
- Tenant Satisfaction Measures
April 2022 to March 2023
We regularly review customer satisfaction feedback so that we can detect areas where we need to improve. Below are some of the changes that have been made as a result of your feedback.
That you wanted more ways to communicate with us.
We consulted involved customers in the development of a new chatbot service, that will offer another way of communicating with us.
That important rent information needed to be easy to understand.
We took a fresh look at the way we let you know about changes to your rent payments and the support that is available to you. Our involved customers worked with us to make sure that you got the information you need and the answers to questions you might have.
That you want to help shape our services and hold us to account.
We asked involved customers to participate in the complaints self-assessment, which the Housing Ombudsman requires all housing associations to complete. The Customer Partnership Panel undertook a rigorous assessment to ensure Homes Plus is meeting all our responsibilities against the Complaints Handling Code.
That we do not provide help with trees that are causing problems within customers’ gardens.
We have introduced a Tree Policy to help us manage problem trees in a customer’s garden, where they pose a risk to the property and/or the people living at the property.
That some of our repairs are taking longer than usual.
We have introduced a new priority repairs team. Our colleagues in this team will focus on any repairs that need to be carried out to stop damp and mould. By providing a dedicated service, we can address these issues promptly.
We have temporarily changed the waiting times that we offer, for routine and major repairs. By doing this, we are being clearer about when you can expect us to carry out your repair.
That you weren’t clear what to expect when moving into one of our homes.
We introduced a new Quality Homes Standard to let you know what to expect.
That you are not happy with the housing application banding you have been given.
Our involved customers have reviewed the allocations process and wording as part of our Lettings Policy review and ensured that it is written in a plain, easy to read language, which makes sense to customers.
That our practices with regards to fences are not clear.
We are working with our Customer Partnership Panel to develop a new boundary policy.
That it is taking too long for us to advertise our empty homes.
We have updated our practices to provide you with an approximate wait time and in-advance notice of any changes.
We are reviewing our practices to try and reduce wait times, where possible.
That our compensation practices were not clear.
We have worked with our Customer Partnership Panel to create and introduce a compensation policy.
That we do not provide help with pest control.
We have worked with our Customer Partnership Panel to create and introduce a pest control policy to set out our responsibilities.