Our learnings for Quarter One

We’re pleased to see a reduction in complaints the first quarter of the year, reflecting the positive impact of the changes and improvements we’ve been making. However, every complaint continues to provide valuable insight into our customers’ experiences.

The learnings below highlight the key themes we’ve identified this quarter, what we’ve learned from them and how we’re using these insights to continue improving our service and preventing issues from occurring in the future.

Clear communication

KEY LEARNING
Residents value clear information about appointments. Knowing who will be attending helps residents feel informed, prepared and reassured.

ACTION WE’VE TAKEN
We’ve reminded staff to tell residents, wherever possible, who will be attending their scheduled visit in advance.

WHY IT MATTERS
Clear communication helps manage expectations, reduces uncertainty and supports a better experience for residents.

Contractor performance

KEY LEARNING
Monitoring contractor performance is important to ensure repairs are completed on time, to a good standard and with minimal need for repeat visits. Customer feedback also provides valuable insight into the quality of the service being delivered.

ACTION WE’VE TAKEN
We’ll continue to regularly review repair completion times, quality of workmanship, customer feedback and repeat repairs against agreed service standards and targets.

WHY IT MATTERS
Regular monitoring helps us identify recurring issues early, address areas where performance falls below expectations and work with contractors to make improvements that support a better experience for residents.