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. Scrutiny Group
  2. Transactional surveys
  3. STAR tracker survey
  4. Complaints
  5. Locality Deep Dives

October 2021 to March 2022

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. 

Lettings

You said

That customers are not given enough time to decide on the home being offered to them.

We are developing new processes to inform customers of decision deadlines, with confirmation in writing – either by text message or email.

We are doing
You said

That colleagues are not always helpful and are slow to let customers know when the keys to their new home are going to be ready for collection.

We are developing new processes to inform customers about the progress of an empty property weekly, rather than fortnightly.

We are doing
You said

That you are not happy with the housing application banding you have been given.

We are working with our involved customers to review and update our Lettings Policy to ensure that it is written in a plain, easy to read language, which makes sense to customers. An at-a-glance key facts sheet to accompany the new policy is being developed. 

We are also introducing a new housing appeals application process within this policy, to offer customers an alternative way of appealing rather than through our formal complaints process. 

We are doing

Neighbourhoods

You said

That we do not provide help with trees that are causing problems within customers’ gardens.

We are developing a new process for managing problem trees in a customer’s garden, where they pose a risk to the property and/or the people living at the property.

We are doing

Repairs and maintenance

You said

That we need to improve communication around repairs and maintenance at your home.

We have introduced a new repairs appointment card which will be left with a customer if any follow-on work is needed to complete the repair. This appointment card will reassure customers that a return visit has been booked and explain why we were unable to complete the repair during the first visit. 

We did
You said

That complaint responses for property repairs were not meeting agreed timescale targets if a property inspection was required.

Property Plus, who delivers the repairs and maintenance services to our customers, have appointed a dedicated complaints inspector to speed up the inspection process for repair complaints.

We did

April to September 2021

You said

You told us that you were unhappy with the way we handle complaints.

We have established a centralised complaints team with dedicated officers to reduce the time taken to respond to complaints and to improve communication.

This has resulted in a 9% improvement in the time taken to answer a complaint and has seen satisfaction levels with complaint handling rise by 31%.

We did
You said

You told us that external communal areas in Moston Road are overgrown and not kept in good condition.

Our grounds maintenance team cleared the communal area of weeds and will continue to visit on a 10-day cycle to maintain these areas.

We did
You said

You told us that you want safe, clean and tidy communal areas.

We are reviewing which communal areas are cleaned and where there is no cleaning in place, we will consult with customers to implement the service from April 2022.

We are doing
You said

You told us you would like better information when reporting anti-social behaviour and an explanation of what to expect throughout the process.

We have updated the information on our website to make it clear how you report anti-social behaviour and we’ve included an overview of what you can expect as your complaint is progressed. We have also added this information to all our customer welcome packs.

We did
You said

You told us that it took too long to resolve noise nuisance cases.

We are introducing an App for customers to record issues of noise nuisance.  This will enable us to investigate noise complaints quickly and provide evidence to support any action required.

We are doing
You said

Customers in the Staffordshire area told us that they were dissatisfied with their experience of moving into one of our homes.

We have restructured our Lettings Team which has enabled us to review our processes and focus on making changes to ensure customers have a good experience when moving into one of our homes.

We did
We are doing

Over the next few months, we will be asking customers who are moving out of one of our properties to provide us with feedback to understand what further improvements we can make to provide better homes and communities.

You said

You told us that you want to be able to make a difference and help shape our services.

We have recruited 20 new members to our Scrutiny panel, which now stands at 25 and 54 customers have joined our virtual panel bringing the number of involved customers to 335.

You can register to get involved here.

We did
You said

You told us that you want us to provide more up-front information about repairs or service requests and the expected timescale for completion.

We have updated our customer commitments, so you know how quickly we will respond to the different types of repairs you report.  We have also published them in our customer magazines, website, e-bulletins, rent and service leaflets.

We did
You said

You told us that you want to be kept informed throughout the duration of your repair or works.

We have used customer feedback to design a new system that will ensure customers receive automatic notifications, updates or messages relating to a repair. Also, should an appointment change or we have any delay in obtaining parts for your job, you will be kept informed by our scheduling teams.

We did
You said

You told us that you would like frequent breakdowns of what is a landlord responsibility and what is your responsibility.

We have updated our website and provided regular reminders of ‘repairs responsibilities’ through customer communications. This includes a full breakdown of the types of work and repairs that are our responsibility, as well as yours.

We did
We are doing

We will work with our new customers to explain this breakdown as part of the welcome pack.

You said

You told us that you wanted to see an overall improvement in our repairs service.

We have listened to the views of customers through surveys and complaints and worked with our Scrutiny Panel to dive deeper into the things that matter to you and how our services can be shaped to provide customers with an even better experience.

Overall changes to our delivery of services:

  1. Standardising the way we work across all three landlords, post-merger, moving to Group service delivery
  2. Designed a brand-new repairs management system to deliver our group services
  3. Introduced a single repairs policy
We did
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