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