How We’re Learning from Your Feedback
We don’t want any resident to feel unhappy with our service. Your feedback helps us improve, and we really value it. Here’s what you’ve told us and what we’re doing about it.
What You Told Us
Residents raised concerns in these main areas:
- Repairs: Delays, missed appointments, poor workmanship, and not being kept informed.
- Leasehold Management: Complicated processes and poor communication, especially when dealing with repairs from neighbouring properties.
- Income Management: Delays in sorting out payments and a lack of empathy from staff.
- Housing Management: Issues with how we handle anti-social behaviour, reports to the police, and problems with pests entering homes.
The biggest theme across all complaints is the need for better communication and quicker action.
What We’re Doing About It (“You Said, We Did”)
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You Said |
We Did |
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There are delays in getting decoration vouchers for new tenants. |
We now send E-vouchers straight after sign-up and check you’ve received them at your six-week visit. |
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Communication about repairs and appointments isn’t good enough. |
Our repairs portal now gives regular updates and sends booking confirmations by email or text. Our repairs advisers have been trained on communication and the importance to keep you updated with your repair. |
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We want to know what’s happening with our complaints, not just get a final answer. |
We are exploring sending an “introduction” message from the staff member handling your complaint within three days of the acknowledgement being sent to you. |
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Contractor behaviour and quality of work are inconsistent. |
We’ve refreshed our contractor code of conduct and will only use contractors who meet our standards. We check their work through satisfaction surveys and will stop using those who don’t perform. |
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We want to know who is dealing with our case, not just get messages from a generic inbox. |
All emails from the generic mailboxes below now include the name and contact details of the officer handling your case.
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Staff are polite but sometimes don’t show enough understanding in sensitive situations. |
We’re giving all front-line staff extra training on empathy and clear communication, in line with our values of Impact, Communication and Kindness. Impact– We care about the impact that we have on others Communication – We seek understanding as a basis for win/win solutions Kindness – We are brave and honest, facing difficult issues with empathy |
How We’re Listening and Improving
- We survey residents four weeks after a complaint is closed to see how we did and where we can do better.
- We invite residents to join our Residents’ Panel to help shape our services.
- We review all complaints every month to spot patterns and make improvements.
- We act quickly if a contractor’s behaviour or work isn’t good enough—even removing them from a job or our trusted list of partners if needed.
What’s Next
We know there’s more to do. We’re working on:
- Giving you more regular updates during the complaints process.
- Making it easier to contact us and get clear answers.
- Making sure all staff and contractors meet our standards for service and respect.
Thank you for helping us improve. Your feedback matters, and we’re committed to making things better for all our residents.
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