Learning from complaints

Our new online service

We have listened to your feedback, in how you want to engage with us, bringing you a world of convenience and accessibility right to your fingertips.

Our My Account app, available from your mobile, tablet, or PC, makes everyday housing-related tasks quick and simple:

• Manage repairs bookings and cancellations
• Contact us directly via the built-in messaging tools
• Manage your weekly bids or view outcomes of previously available properties
• Have more control over your data
• Shape and improve future versions of the app through feedback

Register for My Account

Notifications

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

Customer Service

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

We have reviewed our letters to customers who complete a Right to Buy application, to improve information provided around the timescales for our handling of these applications.

Improved Monitoring

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.