We have: 

• raised complaints related to poor communication from our contractor at our performance meeting with their senior team
• delivered additional customer service training to contractors to improve communication and help prevent complaints

Our out of hours customer service team are receiving additional training. We also complete weekly call quality monitoring for all our advisors.

To improve information provided around the timescales for our handling of Right to Buy (RTB) applications, we have reviewed our letters to customers who complete a RTB application. 

We have:

• increased our presence on estates to monitor the work of our contractor
• provided information outlining the schedules of work
• inspected areas of concerns
• door knocked to check customer satisfaction with the tidy garden service work
• planned a review of areas maintained by City of Wolverhampton Council and Wolverhampton Homes with possible changes planned where areas are adjacent
• tasked our Tenancy and Leasehold Officers with identifying areas of concerns when out on estates 
• improved colleague awareness of grounds maintenance schedules to assist with monitoring

We have: 

• completed a review of the homeless process
• improved the process so that customers now receive one duty call to capture all of the relevant information needed for a homeless application
• launched a pilot where those in need of temporary accommodation receive a same/next day face-to-face visit

Updated processes are now in place, including new customer letters, to assist in our communication to customers.

To ensure work is completed in a timely manner, we have improved our monitoring of orders raised for our contractors to complete repairs.

We have also improved our monitoring of scaffolding erected at properties for repairs, to ensure it is only in place for as long as required.

We are increasing our use of text and email notifications to improve communication with you.

We have: 

• made improvements to record keeping and customer call backs
• improved communication between planners and operatives via new electronic reports
• more closely monitored follow-on works and completed post-inspections to check quality 
• closely monitored scaffolding left in place
• improved coordination of roofing works
• planned a service restructure to improve lines of responsibility
• implemented a new Repairs and Maintenance Policy, including our approach to fencing works