We’re committed to doing all that we can to provide you a great customer experience and we always aim to be professional and polite.

We expect contractors working on our behalf to follow the same behaviours. We’re pleased to say that we often receive positive feedback about the professionalism of operatives working in people’s homes.

Unfortunately, we sometimes get negative feedback too. A recent complaint highlighted some unprofessional behaviour by an operative and we’ve worked with the relevant contractor to address this.

As a result, they have made a number of changes to make sure the issue doesn’t happen again. They have reviewed their Operatives’ Code of Conduct, and plan to carry out awareness training to reinforce expected behaviours and to run Toolbox Talks (training sessions) to address the specific issues raised in this complaint.

We always discuss any feedback – good or bad – at the regular contract review meetings we hold with all our contractors. It’s vital that they are aware of residents’ views about their services so that good practice is recognised, and so that improvements can be made where needed.