Learning from complaints

We have:

• Improved daily communication with contractors to obtain updates on ongoing works and ensure customers are kept regularly informed.
• Held regular liaison meetings with contractors to ensure customers are being kept informed.
• Introduced additional courtesy letters to neighbouring properties ahead of planned works.
• Completed post inspections of communal grass cutting to provide assurance of the level of service being provided.
• A dedicated Property Supervisor now overseeing kitchen and bathroom installations, including completion of quality checks of work.
• Strengthened our monitoring of structural and high-risk properties.

We have:

• Completed an end-to-end process review, including considering the status and condition of garages

Regarding advice and information available online, we have:

• Created a new web page to provide more information on proxy applications
• Our Customer Involvement Panel have supported the creation of a customer video to help improve awareness of the complaints process and how to access this
• Reviewed our complaint response letters to provide the customer with detail of how we are using their feedback to help us improve our services

We have:

• Reviewed the customer invite letter for group viewings of properties
• Reviewed of process for the assessing and checking of housing applications

We have: 

• Improved communication required to inform customers of the progress / intended target date of the repair and to be notified where there are known delays
• A new programmed works contractor has been appointed to assist in completing outstanding repairs
• Automated text messaging in development to assist with keeping customers informed when repairs are running over target
• A workshop in place to review processes to capture improvements, improved customer contact and internal communications
• Reviewed our process for rechargeable repairs related to fencing - orders will not be delayed where an owner neighbour is required to contribute, to avoid impact of delays on WH customers

Our Customer Involvement Panel receives regular updates on complaints to gain feedback on the process, customer contact, information and correspondence.