Thank you to all our residents who take the time to participate in our customer satisfaction surveys. Your feedback is invaluable, providing us with crucial insights into what we’re doing well and, importantly, where we can improve.

We encourage you to share your experiences, even when you’re dissatisfied. As part of our commitment to you, when you highlight an issue during a survey, we will contact you to discuss the outstanding concerns you’ve raised.

What we’re doing because of your feedback: Repairs

An example of where your feedback has directly influenced change is with repair requests. You told us you didn’t always feel we took your repair requests seriously, especially when it came to emergencies.

That’s why we’ve made a change. Our Repairs Service Advisors (RSAs) now ask residents to do a video call for all emergency and damp and mould related repair requests.

Why the video call?

• For emergencies: It helps us quickly and accurately diagnose the problem so we can send the right operative out to you faster.
• For damp and mould: The video helps our operative understand the scale and type of the issue before they even arrive. This means they’ll be better prepared to deal with it correctly on their very first visit.

You can find out more about how video calls work, including a video of one in action, here: Don’t just tell us, show us: Video call for repairs

What happens when you share your feedback

• We listen and connect: Our dedicated team reviews your responses and will contact you directly to understand the issue in detail and explore potential solutions.
• We take action: Based on our conversation and your feedback, we’ll take steps to address the identified issues and work towards a resolution.
• We improve: Your feedback directly informs our actions, helping us to continuously improve our services for all residents.

By actively engaging with your feedback, we aim not only to resolve individual concerns but also to learn and enhance our services for the benefit of the entire community. Your voice matters, and we’re committed to acting on what you tell us.