#WeHearYou
Thank you to everyone who’s joined our #WeHearYou campaign and provided comments and feedback to us.
We promised to keep reporting back on how your feedback is driving improvements in our services and processes.
Here are just a couple of examples of what we have heard and changed so far:
We heard:
If you have extra support needs and want to make a complaint, the right support and signposting isn’t always offered.
How did we hear this?
Customer feedback following a complaint.
What we changed:
We’ve introduced a check at the start of the complaints process. This means that any extra support needs are identified early, so we can adapt our way of working and offer more support from the beginning.
We heard:
When we write to homeowners about charges, estimates and reconciliations, the language and terminology we use can be difficult to understand.
How did we hear this:
Through consultation with homeowners.
What we changed:
We’ve reviewed all our standard letters to homeowners and where possible, simplified them with more customer friendly language. Some wording is governed by legislation and we cannot change it.
We know from our tenant satisfaction measures how important it is that you feel you’re being listened to and we’re acting on your concerns; especially when making a complaint. Please continue to give us your feedback. It’s a priority for us to carry on identifying where there’s room for us to improve. It’s how we’ll learn and evolve - together!