You said

When radiators are removed and not immediately replaced, the brackets should not be left on the wall as they are sharp and dangerous and caused an accident.

We did

We have changed the process and operatives have been informed that brackets are not to be left on walls without a radiator in place. Regrettably a child suffered a wound from a bracket, and we are deeply sorry that this occurred.

You said

Customers were invited to take part in testing the new online repairs reporting and booking service that we will be introducing soon. Customer worked with TPAS, tenant engagement experts, and overall, they found it quick and easy to use and said they were very likely to use when it becomes available in the future.

Recommendations for improvements included expanding the keywords within the search function, more dropdown box items to aid diagnosis and make it easier to save and amend options.

We did

Your constructive feedback has enabled these recommendations to be implemented prior to being the service being delivered to all customers. We are also continuing to work on user journey enhancements with more user friendly messages. This great insight allows the service design to be shaped by your experience leading to a great customer experience for all.

You said

Customers were invited to review the letters we send out and those that participated found many of them were rambling, unhelpful and included jargon. Staff also commented that they were impersonal, outdated and unclear.

We did

You asked for clear, concise communication that shows we have listened and so far, 15 letters have been rewritten. Customers are involved in checking these before they are put into use. This is an ongoing project to ensure all communication is fit for purpose and easily understood.

You said

Information should have been provided to all customers by post.

We did

Whilst we published our Covid-19 updates on our website, in our newsletter and via social media we take note that this did not reach all our customers. We currently hold 70% of email addresses and 86% of mobile numbers and in future will plan to use these to highlight when information is being published. To contact everyone by post would not be cost effective or provide value for money however we can look to provide postal information for those that require it.

You said

Not all our workmen and contractors had full PPE in place when visiting.

We did

We have had a small number of reports that these measures were not being fully adhered to and we thank you for bringing this to our attention. Reminders have been provided to all staff and contractors.

You said

Contact and support (including free rent) should have been made available to these groups.

We did

Whilst we are pleased with the 14,500 wellbeing calls we made, we note that we did not capture all customers who would have benefited. We will use this learning when setting the parameters in the future. We are not able to provide free rent however we established a specialist rent support team which has provided advice and support to over 3,000 customers.

You said

Not all staff are returning calls or replying to emails.

We did

We are sorry that our service has fallen short of the standards we wish to provide. We have launched a training video and guide, to both new and current staff, entitled ‘Shaping the customer experience’ to ensure everyone understands that what we do – good and bad - matters.

You said

Poor communication and misleading information provided on a Right to Acquire application

We did

Investigation of this complaint showed that the wrong information was given leading to wasted time in completing an application and raising hopes of the customer. We have changed the information available on our website and our process now advises customers to speak to the sales team in the first instance to ensure eligibility. We apologise for the way this communication was mishandled.

You said

The length of time taken for all defects to be fully resolved, with the customer having to chase on numerous occasions, is unacceptable.

We did

Staff training is being implemented to ensure that the correct procedures are followed in all cases. This will include retaining ownership until the issues are fully resolved and providing regular customer updates until a satisfactory conclusion has been reached.

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.