53%
Listens to your views and acts upon them

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 is a text message and email platform that allows you to provide feedback on our service. You’ve given us a satisfaction score of 4/5 via this. In September 2022, we launched Voice, our customer feedback platform. Voice is totally anonymous and lets you give honest thoughts and opinions via polls, discussions and surveys.

670 of you had signed up to Voice by the end of March.
Between its launch on 5 September 2022 and 31 March 2023, members took part in:

13

Surveys with 41.5% average response rate

13

Polls

6

Forums

Using your feedback to improve

We’ve used the feedback you gave on Voice to improve our services. Here is a selection from the last year.

‘Your feedback’ web page accordion-arrow
We asked you what you wanted to see on the feedback page on our website. Among your suggestions were adding live performance information. We have now added these to our feedback page, as well as other things you suggested.
Damp and mould accordion-arrow
We wanted to find out how many of you had issues with damp and mould. Your feedback helped us understand the issues you’re facing. As a result, we made it easier for you to report issues. We also managed to sort damp and mould issues for 76 of you who gave us your contact details as part of this survey.
MyGUHG accordion-arrow
We asked you for suggestions of how to improve our MyGUHG customer portal. You said that you didn’t like the automated chatbot. As a result, we have removed it.
Moving in accordion-arrow
We want new customers to feel welcomed to their new home and asked you about this experience. We are using your feedback to create a handbook for when you move into a new home.
Pet policy accordion-arrow
We asked you about your views on our pet policy and pet ownership in Grand Union properties. The results from this survey were used to update our pet policy. One of the key changes was that you are now allowed to have a dog or cat in most flats.
Repairs appointment time blocks accordion-arrow
We understand that fitting in appointments for repairs can be tricky, so we asked you about the time blocks we provide for repairs. We’ve used your feedback to improve our repairs service.
Sustainability and retrofit accordion-arrow
We are working hard to improve our homes energy efficiency to make them more environmentally friendly and help you save money. But we wanted to make sure our service is what you want and expect. We asked what our service should look like if your home was selected to have an energy efficient heating system installed. We have used this feedback, which included potential barriers to allow us in to undertake retrofit work, to design this service.
Shaping this report around customer feedback accordion-arrow
We wanted to make sure that this customer annual report was what you wanted. We have designed it around the feedback given to us on Voice. If you have any feedback about this year’s report, please contact us here: pr@guhg.co.uk

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 we publish news and useful information about our services. We used Voice to ask you about social media, to help us shape future content. You can follow us here
  • 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 their progress. Find out more here.
  • 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 do so here.

Courtesy and complaints

66%
Treats me fairly and with respect

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 reviewing 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 who take a positive approach to handling complaints. To help us improve, we’re introducing a new system that will link all our customer information. This will enable us to be more efficient and transparent. We are also reviewing our approach to how we contact you to discuss your complaints.

26%
Approach to complaints handling

Have a look at some other facts and figures from the year:

Supporting customers

Sustainability

Success stories

Back to Customer Annual Report overview

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Grand Union Housing Group Limited Registered office: K2, Timbold Drive, Kents Hill, Milton Keynes MK7 6BZ Grand Union Housing Group Limited is a Charitable Community Benefit Society registered in England & Wales No. 7853, regulated by the Regulator of Social Housing No. 5060, and is a member of the National Housing Federation.