Customer Feedback

We welcome your views and opinions.

We use your feedback to understand what we are getting right, what we are getting wrong and where we can improve and helps us to improve the services we deliver.

Read our Customer Feedback Policy here! 

Here are some recent examples of how we have used your feedback to improve our services:

You said:

"I didn’t have any heating following work to my home"

We did:

We will provide all residents with temporary heaters if their heating supply is disrupted following works. If we have not resolved the issue with the heating after five days, oil heaters will be provided. In these circumstances, we will follow our compensation policy.

You said:

"The grass in my communal garden hasn’t been cut"

We did:

We’ll improve our communications with schemes, so residents know when garden maintenance will be carried out and what work will be undertaken.

You said:

"I had to temporarily move out of my home and found the whole process stressful"

We did:

We have created a dedicated point of contact for customers so that there is no risk of conflicting information being given. We will sign off all works with the customer before closing the job.

You said:

"You sent me a text to say you’d be at my home within an hour but it took longer"

We did:

Due to issues with traffic or the need to collect specific tools, we may be longer than the specified time. We have therefore changed our text messages to let customers know that they are the next job on our list.

You said:

"You said you would carry out work following a complaint but didn’t and closed the complaint"

We did:

We now meet weekly to review all live complaints and live works to ensure that nothing is missed. We now call customers on completion of works to ensure a satisfactory resolution.