We know how important it is for us to be open and transparent about how your comments and feedback are used. Because of this we’d like to share a few recent examples of what we have done to improve.
You said: The policy on restricting customer contact should be sent to a customer effected so that they are aware of the situation before restrictions are put in place.
We did: This has now been added to the policy and so that a copy is sent to the customer when restrictions are put in place.
Completed
You said: You need more staff to handle complex complaints to make the process easier for the customer.
We did: We recruited 4 Customer Resolution Coordinators to assist with the resolution of stage 1 complex complaints, enhancing the service to our customers through a single point of contact to investigate and resolve multiple issues.
Completed
You said: At Burchester court retirement site customers aren’t using the catering services due to the poor quality.
We did: We met with catering service to redesign the menu, increase quality control and update the equipment being used during production.
Completed
You said: Customers at Victoria Court, Duffield asked for support in getting answers to many queries they had around repairs, service charges and landscaping.
We did: The CE team gathered the relevant information and attended a meeting to provide an update. The customers were very satisfied that they had been able to get answers to their questions
Completed
You said: Customer on the Isle of Wight asked if we could reopen a community facility that has been shut since the pandemic.
We did: We have agreed for a local voluntary organisation to reopen the facility and put on a range of activities for the local residents.
Completed
You said: You should do minor adaptations without the need for an Occupational therapy assessment
We did: We changed our Aids & Adaptions policy, so this is now included.
Completed
You said: You should make customers be responsible for the storage of their electric scooters
We did: We changed our Aids & Adaptions policy, so this is now included.
Completed
You said: You should make it clear in your Aids & Adaptations policy under what circumstances a adaptation would be refused.
We did: We changed our Aids & Adaptions policy, so this is now included.
Completed
You said: You should change the timescales for survey responses to 28 days and consultation meetings to 14 days minimum.
We did: We changed our Customer Engagement Strategy to include this.
Completed
You said: You should let properties to new customers in a mixture of ways such as through the local authority council and direct on your website.
We did: We included this in our new Lettings Policy, with both options available depending on the area
Completed
You said: You should change the time limits on dealing with a report of damp and mould as itis too narrow
We did: We changed this time limit for first response to 15 days.
Completed
You said: When acting as a client, you need to ensure robust systems are in place for dealing with poor performance of management agents, and this includes addressing issues with agents who sit under your group structure. Staff should also be given training to ensure they understand the legal and contractual relationship between the landlord and management agent and that they have the skills to manage the relationship effectively.
We did: We are forming a team that will oversee all the management agencies we have across all our properties. This team will look at all procedures and policies, including performance.
Completed
You said: Your Rent statements are not clear or easy to understand, they need to be redesigned.
We did: We reviewed the Language on letters and simplified it. We also changed the statements so that multiple transactions are consolidated going forward, this will make the documents easier to understand.
Completed
You said: You need to make it clear what customers need to do to claim for additional carer costs, when taking part in engagement opportunities.
We did: We updated our Customer Expenses policy to specifically state that proof of payment is required for additional carer costs.
Completed
You said: You need to engage with external support from partner organisations for customers with severe Post-traumatic stress disorder (PTSD).
We did: We now contact Local authority representatives to offer individual support to customers affected
Completed
You said: It’s important we learn from complaints and change the way we provide services to you.
We did: We set up a service improvement group. The group meets monthly to see if there are changes we can make to benefit our customers.
Completed
You said: You’d like to be able to provide your own records when making a complaint.
We did: We changed our complaint acknowledgement letter to help you do this.
Completed
You said: You’d like a variety of opportunities to get involved and have your say.
We did: We created a National Customer Group and have created lots of ways you can get involved with us. Please click here for more information.
Completed
You said: You’d like clearer guidance on how we manage fly tipping.
We did: We worked with our Customer Reading Panel and will update our website.
Agreed
You said: You’d like us to review our formula for maintenance reserve payments (Rowan Court Leaseholders, Cotman Housing).
We did: We amended the formula and adjusted payments.
Completed
You said: It would be helpful to improve communication with you when there is an incident such as a leak in your home, or a neighbour’s home.
We did: We make sure we contact all customers who may be affected by an incident.
Completed
You said: It’s important we are clear on the expectation of contractors working in your home.
We did: We created a RESPECT standard for our contractors to follow.
Agreed with our customer reading panel.
You said: Improve information received by customers at the start of their tenancy.
We did: The information customers receiving when starting a new tenancy with us has been reviewed and revised.
Complete.
Changes have been endorsed by customers, through our scrutiny panels.
You said: Give a single point of contact for our customers in supported housing when ending their tenancy ends.
We did: We amended our process to ensure customers at the end of their tenancy, are allocated a single point of contact, to support them through the process.
Complete.
You said: Update our websites and improve the ways customers can access information digitally.
We did: All the landlords in our Group have updated websites and we introduced a new customer portal.
Completed.
The websites were reviewed by the National Customer Group and there is a wider project to keep improving.