Listening to you
We know how important it is to listen to you and act on what you say. We’ve been working hard to better understand you and actively listen to your feedback.
Rant & Rave
Rant & Rave is a text message and email platform that allows you to provide feedback on our service. We received 6,605 customer responses through rant and rave in 2023/24.
Voice
Voice is our customer feedback platform. It’s totally anonymous and lets you give honest thoughts and opinions and opinions via polls, discussions and surveys.
During 2023/24 we’ve had:
- 570 customers actively using Voice
- 17 polls
- 8 forums
- 16 surveys with a 22% response rate
Using your feedback to improve
The feedback you share on Voice is used to improve our services. Here’s a selection from the last year.
We wanted to make sure everyone was able to understand us when we talk about sustainability. We now avoid using technical language where possible as Voice users told us they prefer us to use more descriptive language.
We asked Voice members for feedback on a proposed digital handbook which would be provided to customers when they moved into their new home.
We shared examples of our proposed new website layout and asked Voice members for feedback on the look and feel. Our new website is now live.
We asked members to review our new rent review letters which were designed to be easier to understand and more accessible.
Voice users helped us to shape our Corporate Plan for 2024-27 via two surveys. The first was to help us understand what makes a house a home. The other was to review our priorities for the new plan.
Voice users helped us to better understand what they wanted from a Customer Annual Report so we can ensure it is designed to suit their needs.
Voice users helped us to better understand whether our customers are getting the most out of our social media posts. We’ve used this information to improve the content we post.
New appointment times
Following feedback from Voice members we now offer appointments between 8.30am and 6pm.
The available slots are:
- 8.30am to 6pm (all day)
- 8.30am to 1pm (am)
- 10am to 2pm (school run)
- 1pm to 6pm (pm)
Keeping you informed
We try to keep you informed in lots of ways:
- Our website contains lots of useful information about the services we provide and support we offer. We update the web pages regularly, as well as share our latest news. We’re currently reviewing our website to make it more accessible and easier to understand.
- We have a Facebook page where where we publish news and useful information about our services. We used Voice to ask you about social media, to help us shape future content.
- We send out regular customer newsletters by email. These include the latest news from our website, and other relevant information that may impact you. To make sure you receive this please let us know if you change your email address.
- MyGUHG is our customer portal that is available 24/7. It provides you with easy and secure access to your account, as well as self-service options. You can use it to pay your rent , check your rent statement, request repairs and check on their progress. Find out more at my.guhg.co.uk.
- Voice is our anonymous customer feedback platform. You can take part in polls, surveys, discussions and be completely honest about how you feel about us. You can get involved as much or as little as you like, and when it’s convenient for you. We also use Voice to tell you key news and information. If you’ve not signed up yet, you can at voice.guhg.co.uk.
Complaints
We understand how important it is to provide you with a consistent, quality and respectful service. We’re investing in training for colleagues to help us achieve this. We are also continuing to review our services. This is to make sure that we consider individual needs.
We always try to get things right but know that sometimes we can get it wrong. We value your feedback as we use it to improve our services.
We have a dedicated Complaint Resolutions team and over the past year we’ve added extra resources to this team to ensure a single point of contact where possible, when customers do need help resolving complaints.
Find out how to make a complaint here.
