Your feedback matters
The most important thing about giving feedback is knowing that you have been listened to, and we love hearing what you have to say. It could be over the phone, face-to-face, replying to a text or taking part in our annual survey - by letting us know how we’re getting on, you help us improve the service we offer.
Your feedback directly shapes our services across the board, whether it relates to housing, your neighbourhood, anti-social behaviour, repairs or call wait-times, everything we do is designed around you. Here's a snapshot of some of the actions we’ve taken since our last annual survey.
You said
I'm concerned about the cost of living crisis.
We did
We launched our tenant wellbeing service to provide practical information, resources, and counselling to help you balance your work, family and personal life.
You said
I don’t want to be passed from pillar to post when I contact you.
We did
We now resolve more enquiries during the initial point of contact, reducing the need to call tenants back by 76%.
You said
I'm waiting too long for some repairs.
We did
We updated our repair systems to create efficiencies and reduce waiting times.
You said
I want to see better communication with ongoing ASB cases.
We did
We improved our systems and communication plans to make sure planned calls are completed on time.
You said
I’m unsure of my responsibilities around my home.
We did
We created a ‘helpful resources’ section on our website, to support our tenants to maintain their homes.
You said
I want my enquiries to be dealt with at the first point of contact.
We did
We improved our live chat options, to help direct tenants to resolve their enquiry quicker.