At Town & Country Housing, we always value your feedback and are continually looking at ways we can improve our service. Here are some changes we’ve made based on what you’ve told us.

Team Inboxes: Ensuring your emails never go unanswered

You said: We had discovered that some residents didn’t always receive a prompt response to  email enquiries due to messages being sent to individual staff who may be unavailable.

We’re doing: We now have group inboxes for key customer facing teams. This means that someone will respond even if the person you were in contact with is unavailable or away from work.

It also ensures that enquiries get to the right person or team and means that all interactions are recorded on our systems at the point of first contact.   

How you can help

When you receive an email from a group inbox, please reply to that address instead of to an individual.

You can find out how to contact us for all new queries here.

Streamlining internal communication

You said: Residents told us communication can be poor. Our team identified that we were using too many different communication channels (phone, email, WhatsApp) between our Repairs team. This sometimes made our internal processes less efficient, which in turn would mean that residents could be affected by delays.

We’re doing: We’re streamlining our internal communication by using one platform, Microsoft Teams. This means all repair-related information will be in one place, reducing the chance of miscommunication and delays.