Voice round up

News – 18 January 2023

We’ve had another great month of engagement on Voice, our customer feedback platform, and wanted to update you on what’s been going on.

We now have over 660 customers signed up, which is great. For those who haven’t managed to sign up yet, here’s what you’ve missed out on so far.

Shaping the future of Grand Union

Damp and mould

Voice users helped us to better understand the extent damp and mould issues are affecting our customers. We asked some core questions relating to:

  • severity
  • location of issues
  • previous contact and planned resolution
  • preferred communication method
  • opportunity to provide contact details to Grand Union in order to find resolution
  • steps customers are taking in order to help deal with damp and mould

We had 251 responses in total, all providing us with some great insight. More than half of respondents (59%) said that they have an issue with damp and mould, with 32% saying the issue was significant and impacting their life. This obviously isn’t good and have already started acting on this, which you can see in this update from December.

76 of the 146 customers who said they have an issue with damp and mould gave us their contact details, and we only have two left to contact in the first instance. The rest have booked, or are in the process of booking, jobs in or have already had them completed.

The chart below shows which rooms were most likely to have a problem with mould:

Mould was most likely to be an issue in bathrooms (70%), followed by bedrooms (58%). With the issue occurring mainly on walls and ceilings.

Of those with a damp and mould issue, 68% have already reported it to Grand Union.

Customers said they were taking preventative measures and keeping their house and rooms well ventilated to try and prevent damp and mould. Other preventative measures highlighted include keeping heating on low, using extractor fans and wiping down windows.

We wanted to ensure that moving forward it is easy for our customers to contact us regarding damp and mould issues. We therefore asked which would be the preferred method of communication for damp and mould issues moving forward?

The chart below shows you’d prefer various channels of communication in order to meet your needs:

Whilst the survey has now closed, our work to fix damp and mould issues goes on. We continue to receive your contact through Voice which are passed to our customer contact team who are doing a great job of contacting customers and seeking a resolution.

Your feedback web page

For our next survey we wanted to better understand what our customers want from a feedback page on the Grand Union website. We asked a few core questions relating to:

  • experience of the existing feedback page
  • what customers liked and disliked about the existing page
  • reasons for customers not visiting the existing page
  • what information our customers want to see from a feedback page

155 of you took part, and 69% of respondents had not previously visited the feedback page on our website, while 81% of those who hadn’t said it was because they were not aware of the page.

Respondents felt the existing page was easy to use and navigate, it was informative, straight forward and simple.

You also said:

  • the feedback page needs to provide more detail about what has improved
  • it needs more detail around repairs
  • you would like to see information on call answering times

We asked customers to highlight the feedback areas they are interested in, and the most popular were lessons learned from complaints, repairs performance, customer satisfaction scores and TSMs.

There were some additional great suggestions around what else you’d like to see from the page.

Thanks for all this feedback. We’ve already started working on adding several of your suggestions to the page and hope to include many more over the coming months.

Polls and forums

Voice also gives you a chance to take part in some polls that are just for fun. Here are your responses to the few we’ve posted recently.

What’s coming up

We’ve got a really important Tenant Satisfaction Measures survey coming up on 30 January and will continue for a few weeks. If you’ve already joined Voice, then you can complete the survey on there. If you haven’t and you’re the lead tenant in your household, you may be contacted via telephone or email. Please note that we can only accept one response per household.

A follow up to our damp and mould survey from November and December is coming up to help us understand what progress has been made in terms of seeking resolutions. This will be going out to all those who completed the original survey and consented to contact being made.

There’s also a survey on booking time slots for repairs appointments and another on what you want to see from us on our social media coming soon.

Get involved now!

It’s not too late to sign up if you haven’t done so already. Simply head to voice.guhg.co.uk now.

It’s totally anonymous and by joining Voice, you’ll be able to help shape and improve our services to give you the best possible experience.

Remember to log in regularly to make sure you have completed the latest activities.

And once you’ve signed up, don’t forget to add  GUHGvoice@marusurvey.com to your safe senders/contact list. That way you can be kept informed when new polls, surveys and forums go live.