You said, we did - archive
The information you give us about our services is vital and as a result of customer feedback through complaints and surveys we have taken the following actions. We are looking into complaints in more detail, to improve learning, establish any trends and ultimately reduce the number received in future.
You can find the most up to date 'you said, we did' updates on the your feedback page.
2019
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.
