How we're performing

We're committed to listening to your feedback. Here you can find out how we're performing, based on what you've said about our services, and what we're doing to make improvements.

You Said, We Did...

As well as listening to your feedback, we know it's important to act on it too. 

Here's how we've improved our services based on what you've said.

You wanted to find out more about our applications for alterations process...
so we held a Tenant Question Time event to answer your questions directly!
You wanted to know when your communal cleaning will take place... Accuro now have a live cleaning schedule on their Facebook page, which you can view here. 
You wanted more information on what our cleaning and grounds maintenance contractor, Accuro, covers... we will soon be introducing updated service level agreements to notice boards throughout our communities. 
As an outcome of a recent complaints procedure...
...we have updated our application for alterations form to include consultation with your neighbour regarding any improvements you wish to make to your home. 
You told us you wanted more of a say in who we award contracts to... we had 27 of our tenants involved in the procurement process for our cleaning and grounds maintenance contracts. 
Some customers expressed concern over how we manage satisfaction data... we started sending surveys via Feefo - a secure, independent expert in gathering customer satisfaction data.
To help our visually impaired customers...
...we have the option for them to stay on the line when calling us, rather than having to push buttons for different options. 
Our tenants wanted easier access to services and booking repairs... we are constantly improving our online tenancy services, including adding the ability to book and monitor repairs online. 
As a result of a complaint we received and feedback from our 'Repairs' tenant question time...
...we have made sure that weekend and evening appointments are available and offered to customers. 
Customers in our independent living accommodation were unhappy that their guests were not allowed to stay overnight... we changed our policy to allow them to stay for up to two weeks!

We received this feedback from happy customers.