You said, we did

Your voice matters.

We believe that listening to our customers is key to delivering a better experience. Every comment, suggestion, and piece of feedback helps shape what we do - and we want you to know we are listening.

When you share your thoughts with us, we do not just take note - we take action.

Here is how your feedback has made a difference:

You said: "We want you to maintain our communal green spaces better."

We did: We carried out a grounds maintenance review and Krinkels has now been awarded the contract. Krinkels will also support us in our Corporate Social Responsibility (CSR) programme with a dedicated liaison officer.

You said: "Can you do something about the increase in fly-tipping and contaminated bins?"

We did: We have been tackling waste disposal issues and continue to review hotspot locations. We are working with the City to issue S46 notices, which are issued under the Environmental Protection Act 1990 and inform people how to properly manage their household waste. We are also trialling deployable cameras at fly-tipping locations.

You said: "We’d like to see more of your concierge and caretaking team."

We did: We completed a performance management review, which has resulted in an improved and more efficient workforce.

You said: "We want issues in communal areas to be dealt with more quickly."

We did: We are testing a process, incorporating our IT system, that enables team members to report issues sooner so they can be dealt with.

You said: "We want to know how long we must wait for certain repairs to be carried out."

We did: We are signposting customers to our new Repairs handbook on our website, which details repairs timescales and who is responsible for which repair.

You said: "We want to understand what happens if we make a complaint."

We did: We are focusing on helping customers to understand the complaints process by keeping in touch with them and advising what stage of the process they are at. Our Customer Contact and Access Centre is also aiming to resolve non-escalated customer complaints.

You said: "We want our large bins to be replaced because they are leading to fly tipping."

We did: We worked closely with the City’s Waste Management Services to evaluate the problem in several areas of the city. Removing these large bins has eliminated the fly tipping problem, ensuring residents enjoy a more pleasant environment.