You said, what we did

We take your feedback seriously and more importantly aim to learn from you on how we can improve what we do.  You said, what we did is about making clear how we have learned from the complaints received, and how services are being improved as a result.

From 4 April 2020 to 31 December 2020, we received a total of 20 complaints. Here are examples of what you said and what we did:

You said:

You are not clear on how we will keep you safe when we ask to visit your home to carry out repairs and maintenance work.

What we did:

We sent letters to all residents to inform what safety and protective equipment we will wear before entering your home. We published safety standards on what can be expected for large communal schemes. Our Gas contractor revised their letter to clearly express the personal protective equipment they will wear to keep you safe.

You said:

We took too long in refunding your rent money to you.

What we did:

Reviewed what we do and how we could make it quicker. We are using new technology to create a way to make our administration between Teams better connected and with less replication. We aim to get a tried and tested method in place very soon.

You said:

The amount of good will payment offered did not match the loss.

What we did:

We reviewed our good will gesture policy and have set in motion a review to give better guidance to staff to make the right decisions.

 

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