Listening, learning and improving

When something goes wrong in your home, it’s important that we put it right. Just as importantly, we want to learn from when you’re not happy with our service - and show you what we’ve changed as a result.  

There's lots of ways you can get your voice heard. These include through surveys, our focus groups and indeed through making a complaint. Although we report on how quickly we manage a complaint (most resolved within nine days, which is our target) we're aware it’s not just about speed. It’s about learning and improving.  

What you told us – and what we’ve changed  

• Repairs updates weren’t always clear. We are reviewing how our teams work together and are structured to improve communication with you as repairs progress.   

• Communication between our staff and contractors caused frustration. We continue to work closely in partnership with our contractors to improve both our and their performance. We're investing in improving  technology to make it easier to get clearer updates for you to track progress of your repairs.  

• Our performance e-shot was hard to read. We’ve updated the layout, font size and colours to improve accessibility and added clearer information about what we’re doing to improve services.  

• Complaint handling satisfaction was too low. We’re reviewing our complaints process, introducing stronger quality checks on responses, and running learning sessions with both customers and colleagues so complaints lead to real service improvements.  

We also review themes from surveys and complaints each quarter to spot patterns early and stop repeat issues. This has led to deeper reviews of how we communicate with you about your repairs service, grounds maintenance and how we respond to customers who report damp, mould and condensation with customers involved in shaping the improvements.  

Customers have told us how important it is to feel listened to and kept informed:   

“I appreciate the effort put into the investigation. The recognition that things hadn’t gone well, and the apology meant a lot. I feel everything I raised was answered clearly.”  

We won’t always get everything right. But we are committed to listening, learning and making changes that improve your experience.  

If something hasn’t gone right, please tell us. Your feedback helps us put things right and improve services for everyone.