How your feedback is improving our services
Listening to our customers is at the heart of how we improve our services. We're proud to provide services that are modern, reliable and shaped around people's different and changing needs.
Over the past year, we've spoken to customers through nearly 17,000 feedback interactions and received more than 1,600 consultation responses. We also have 1,773 involved customers who regularly share their views and help us improve what we do.
But asking for feedback only matters if we act on what you tell us. Here are some of the changes we've been making as a result.
Repairs
You said: You'd like faster response times for repairs and clearer updates throughout the repairs process.
We did: Over the past year, we've focused on making sure repairs are diagnosed correctly the first time you report them to us and improving how jobs are scheduled and allocated.
We know that keeping you informed is an important part of the repairs experience, and we'll continue looking at how we can make the process clearer and easier for customers.
Contractor services
You said: You'd like a better experience when contractors - the companies carrying out work on our behalf - visit your home.
We did: We've introduced regular contract meetings to improve oversight of the work our contractors are carrying out and improve communication and service delivery.
We'll continue this work over the next year as we look at how we manage contractor services and the experience customers receive.
Making homes safer
You said: A customer complaint highlighted an instance where a customer couldn't lock their front door, but the repair wasn't initially treated as an emergency.
We did: Following a review, we've updated our repair priorities so situations affecting the security of a customer's home receive the urgent response they need.
Complaints and feedback like this help us identify where something hasn't worked as it should and make changes to improve the service for other customers.
Looking at Service Charges together
Members of our customer groups have also been taking a closer look at how we communicate about service charges and the experience customers have when raising questions or concerns.
After reviewing customer feedback and complaint cases, our Customer Scrutiny Panel and Designated Complaints Panel identified a number of areas where we can do better. As a result, we're working with the service charge team on improvements that will:
• Make service charge information clearer and easier to understand
• Better explain changes in charges and how costs are calculated
• Make it simpler to find the right team for support
• Review information and guidance available so you are better informed
• Resolve questions earlier before they become complaints
• Provide more detailed and frequent information on sewage charges
All agreed actions are being monitored to make sure the changes lead to real improvements for you.
Access to information and self serve
You said: Being able to easily find information about your home and report an issue online is important to you, and it's a key theme from feedback about communication.
We did: We continue to invest in our portal MyAster and have made several improvements this year, including:
• Clearer account information for homeowners
• Easy access to historic and current rent increase and service charge statements
• Our phone number added to the repairs section following customer feedback
• The ability to raise a complaint directly through MyAster
• Improved guidance on reporting and managing damp, mould and condensation in the home
• The option for customers to apply for, or give notice on a garage through MyAster
Every survey response, conversation, complaint and compliment gives us an opportunity to understand your experience and improve. We'll continue listening to what you tell us and working with our customer groups to make sure your experiences help shape the services we provide.
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