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:

  1. Customer Partnership Panel
  2. Transactional surveys
  3. Tenant Satisfaction Measures
  4. Complaints

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. 

You said

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.

We did
You said

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.

We did
You said

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.

We did
You said

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. 

We did
You said

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 did
We are doing

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.

You said

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.

We did
You said

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. 

We did
You said

That our practices with regards to fences are not clear.

We are working with our Customer Partnership Panel to develop a new boundary policy.

We are doing
You said

Our policies are long, confusing and could be more customer friendly.

Our involved customers have worked with our different department to help create key fact sheets for longer customer policies to ensure that all the key information is readily available and easy for our customers to find. 

They also reviewed the policies to ensure the language used is plain English, customer friendly and that definitions are provided for words that are regularly used within the housing industry. 

We did
You said

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 did
We are doing

We are reviewing our practices to try and reduce wait times, where possible.

You said

That our compensation practices were not clear.

We have worked with our Customer Partnership Panel to create and introduce a compensation policy.

We did
You said

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.

We did
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