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Looking ahead Our promise to keep you informed


In each edition of Community Chat we will bring you an update on complaints and queries raised and how we have solved them so you know how we are improving our services.


Did you know that we keep a log of when you contact us and express dissatisfaction with the quality of service you have received? This helps us record trends and identify service areas that may need improvement. Below are just some of the improvements we have made to our service in the last year based on your feedback.


Case 1


Following issues around the delivery of rent statements, we have updated our procedures. Our staff have been given extra training to minimise mistakes when stuffing the envelopes so we deliver things to the right people. All new delivery personnel now have to undergo training and shadowing.


Case 2 After receiving complaints about the cost of using temporary heaters, we set a standard amount of compensation for customers using heaters supplied by our contractors whilst their heating system was fixed.


Case 3 We received a complaint about problematic boilers. Now, after 3 repair call outs in a short period of time, an alert is triggered so we know the boiler could be uneconomical and in need of replacement.


Case 4


After we had a complaint about how long repairs took, more staff have been employed by our contractors so quotes for works have a quicker turnaround time. New technology is also helping our contractors work more efficiently – they now instantly send requests to our admin teams for follow-on works.


Case 5 We had feedback that suggested our greenspace management contract could do even more for our communities’ appearance. Grassed areas where bulbs are planted have been left until they die down properly – this was because complaints were made that the contractors were cutting the grass and harming flowers which had not died off properly so would not return the following year.


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