Exciting changes at Grand Union

It’s been a tough year for many of our customers. Throughout this year you’ve been telling us about the things that matter most to you, and we’ve been listening.

We understand that your experience of our repairs service, good or bad, has a big impact on your view of us. On top of this, you’ve also told us about other things that are important to you:

  • our responsiveness and support during times of difficulty
  • providing good income and repairs services
  • feeling listened to and that we have taken the time to understand your situation
  • keeping you actively involved in the process and kept informed
  • providing you with a sense of security.

We know that what we do matters, which is why, using this feedback, we’ve made some big changes at Grand Union so we can provide you with an even better service.

Looking after your homes

Your feedback has shown that too often there’s confusion as to who within our teams is responsible for repair and improvement works to your home and its surroundings.

To solve this issue and make sure we deliver great customer service, we’ve changed our structure and introduced Property Managers. They will take responsibility for everything to do with your home and its surroundings, ensuring it’s safe, secure and well maintained. We’re in the process of recruiting for these dedicated roles, and we’ll publish details of who your Property Manager is once our recruitment process is completed later this month.

Your Property Manager will work closely with our Customer Contact team, amongst others, to ensure any issues you raise are dealt with efficiently and, importantly, that you’re kept informed of our progress.

In addition to the exciting introduction of our new Property Managers, we’re also making it easier for you to report and track repairs on-line and at a time to suit you. We’re launching a new on-line repairs reporting system soon which will be available to anyone who has a My GUHG account.

If you haven’t already registered for a My GUHG account, you can do so on our website: www.guhg.co.uk/your-home/my-account/. Once you’ve signed up, you’ll have on-line access to:

  • pay your rent
  • see your rent statement
  • request repairs
  • check the progress of repairs
  • view basic communication

Help when you need it

We know that many of you are happy using My GUHG or our contact centre to pay your rent, report repairs or tell us about a problem. However, we understand that more complex problems sometimes need specialist help.

These exciting new roles, which will offer a more tailored and targeted service to you, replace the more traditional housing officer role you may be used to.

Our new Payment Support team has been set up to focus solely on advising and helping customers with rent payment problems. This dedicated team of advisors is on hand to listen, understand your situation and offer solutions.

For those customers who need more help to manage their tenancy, our new Customer Partners are available to provide more in-depth support.

Going further, together

You can find out more about our plans and commitments for the future in Further together, our corporate plan for the next three years. Read more at https://guhg-furthertogether.co.uk/

If you have any questions about any of the changes, we’d love to hear from you. You can find out all of the different ways you can get in touch on our website at: www.guhg.co.uk/contact-us/