You said, we did... Helping us improve our services
Latest feedback
When we get things wrong, it’s important that we understand why and what we need to do to put things right. Customer feedback is crucial to helping us learn from our mistakes and making sure with improve the services and the experience our customers receive.
Below are the most recent examples of how your feedback has been used.
The Hub
You said
You’d like to be kept informed of how we’re using your feedback to make improvements to services.
We did
We’ve launched the ‘Customer Voice’ section on The Hub, which shows how we’re using customer feedback to make changes to our services or, if we’re unable to, the reasons why.
Compliance policy consultation
You said
More than 1,600 customers responded to our survey about our compliance policies and provided insight into how we could improve their awareness of important information.
We did
We’ve reminded customers of how they can access important information, such as fire notices and electrical safety certificates. More information can be found here.
Anti-social behaviour policy consultation
You said
Two in five customers who responded to the survey said they didn’t know how to report ASB issues to us.
We did
We’ve introduced a new phone line option to give customers the option to report ASB and improved our ASB information on our website.
You said
You’d like to report these issues on the phone.
We did
We launched the new telephone line option which will bypass Customer Services and take you directly to the ASB Team.
Customer Engagement consultation
You said
You prefer to share your views through digital methods.
We did
We’ve made sure we have several ways for you to share your views digitally, including projects on The Hub, digital surveys and quick polls. Groups such as Scrutiny panels and the Customer Forum are also held online.
You said
That you’d like to hear about engagement opportunities via newsletter or email.
We did
We send a monthly newsletter to customers registered on The Hub via email, which includes information about our new projects and updates on recent projects.
You said
You’d like more opportunities to share your thoughts with us when responding to projects.
We did
We’ve added more comment sections and polls onto project pages when we’re sharing updates.
Sheltered Housing
You said
Residents at Rowlett Close and Barrett Close were unhappy with the outcome of a recent complaint.
We did
We held a scheme meeting with the Senior Service Manager and Team Leader to discuss the reasons behind our decision and we’re working together to reach a solution.
You said
Following resident meetings at Cordwainers, Crispian Court and Manor Close, you told us you’d like more activities to be held at the schemes.
We did
We organised chair exercise sessions and charity sales at the schemes. We also encouraged residents to organise their own activities and supported them with marketing these events.
Tenancy Enforcement
You said
That you’d like to be able to speak directly to a member of the relevant team when reporting anti-social behaviour or neighbourhood issues.
We did
We’ve made changes to our phone lines which means members of the Tenancy Enforcement Team will now handle all calls that come in via our ASB and neighbourhood issues line. This means the case can be progressed from the first contact, rather than having to wait up to five working days for a return call.
You said
That you felt not all ASB cases that we were investigating were actually ASB.
We did
We reviewed our cases and agreed with this. We’ve now made changes to our internal systems to allow for more accurate case logging and reviewed our policy and procedures so they’re in line with the requirements of the Housing Ombudsman. This will help us manage the expectations of customers when reporting issues and also enable us to report on the true number of ASB cases we’re handling.
Fortem Rant and Rave survey feedback
You said
That you were frustrated some shower repairs couldn’t be carried out on the first visit.
We did
Earlier this year, seven Fortem electricians and plumbers underwent Mira training to equip them to fix showers during the first visit, reducing the need for follow-up appointments.
You said
More tradespeople needed training for working at heights.
We did
Colleagues working in four trades took part in TETRA training for working at height in May, with one supervisor qualifying as a TETRA instructor which allows them to provide in-house training for new starters so they’re prepared from day one.
Our performance - previous feedback (archive)
Updated: 13 June 2024
Review date: 01 December 2024