You said

Delay occurred between Mutual Exchange application being received and being allocated to a staff member for processing.

We did

Priority is being given to assigning Mutual Exchange applications, alongside training of further staff to both increase knowledge and manage applications during busier periods.

You said

Length of time taken to carry out roof repairs (where scaffolding is required)

We did

We apologise for the delays that have occurred and are pleased to say that our main contractor has sourced and employed a new scaffolding company. This will go a long way to minimising delays although other scaffolding companies are still being sourced to reduce delays even further.

You said

Suggestion received that the form relatives use following the death of a customer be reviewed as there is a lack of empathy shown for the situation.

We did

This helpful suggestion has resulted in the form being updated with relevant details for this situation. In addition, the tenancy information page within the Your Home/Customer Information section of the website has been updated with an explanation of what information to provide.

You said

Complaint regarding time taken to resolve a repair with multiple contractors.

We did

Investigations highlighted that instructions were not communicated between staff and contractors in a timely manner. In addition, the customer was not kept fully informed.

As part of our action plan formed from the recent customer survey, communication will be reviewed and improved through several process changes.

You said

Complaint regarding disagreement with a section of the repairs and maintenance policy.

We did

As part of our action plan formed from the recent customer survey, key actions will be the regular publishing of information and keeping customers informed.

You said

Feedback indicated an unclear procedure in relation to a right of way.

We did

As a result of some feedback following a complaint the wording of our permission letter will be reviewed for fencing and gates to make it clear that if there are any rights of way these must not be obstructed.

You said

Various complaints involving heating and hot water issues has seen an increase in the time taken to complete and the lack of keeping the customer informed.

We did

Individual issues have always been a key focus at contractor meetings however use of trend data gives additional weight to ensuring contractors make required service improvements.

You said

Feedback indicated a lack of acknowledgement on receipt of a garage application.

We did

We wish to reassure customers that acknowledgements are part of the process and apologise if any have been missed. We are experiencing a high volume of garage applications that has led to a delay in processing.

You said

A complaint was raised in respect of how an eviction process was handled, in particular with regard to a customer’s belongings, communication and record keeping

We did

Through a detailed investigation we recognise that there were things we could have done differently, even though in all likelihood these may not have affected the final outcome. Specifically, we have again reminded the housing officer team to strengthen record keeping and team leaders will monitor this, increased authorisation measures and cross team collaboration.

Our staff members will also receive further training on communication issues relating to mental ill health. We want to be able to demonstrate that we uphold our values and principles and we recognise that there are always lessons to be learnt from cases such as these, when examined in detail, and with hindsight.

You said

Feedback received has highlighted poor communication between departments, contractors and customers.

We did

The importance of keeping customers informed is being raised with contractors at performance review meetings. A new framework for continuous improvement has been launched which involves staff attending monthly workshops to undertake root cause analysis to implement long term solutions.

Poor communication is looked at as part of this process.