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Every year we’ll be speaking to over 11,000 customers to find out how you feel about your home, where you live and the services we provide. It’s important to us that you know how and when you can expect to hear from us about feedback as well as what we do with it. We’ve shared our latest results with you below.

Our latest results

View our latest results for the quarter ending June 2019.

We’re always looking for ways to improve how we do things, so at least every three months we take a closer look at your feedback to see what the trends are and how we can improve.

When you experience a service we'll get in touch with you to see how it went

We'll be contacting 11,134 customers each year to gather feedback - that's 6,909 customers through our customer experience surveys and 4,225 customers through our relationship surveys, which check how you feel about your home, where you live and the services we provide. 

Customers can leave feedback at any time right here on our website without having to wait for a survey. We call this Freeflow.

How we use your feedback to help us improve

The results we gather will allow us to see the areas that we need to work on in order to improve your experience in the future. Every six months we'll share what we've learned, what we're doing differently and what we're working on based on your feedback. 

How we know if we're on target

We have set performance indicators to help us measure whether we are doing what we say we will, these are: 

Customers would recommend us to a friend 
Our target by the end of 2020 is 85% and by the end of 2023 is 90%

Customers agree: our services are easy to use and helped them resolve their issue
Our target by the end of 2020 is 85% and by the end of 2023 is 90% 

How good are Bromford at listening and acting on your views 
Our target by 2020 is 80% and by the end of 2023 is 85%

We will have a letting standard that customers rate highly (home quality) 
Our target by the end of 2020 is 92% and by the end of 2023 is 97% 

Here's what we're working on fixing

Each year we speak to more than 11,000 customers to find out how you feel about your relationship with us and the services we provide. Every three months we take a closer look at your feedback to see what the trends are and how we can improve.

See what we're working on fixing 

Here's what we've fixed previously

  • You said:

    It sometimes takes too long for us to answer calls when you need us.

    What’s our aim?:

    To see a reduction in negative feedback about this issue and for you to tell us you find our services easier to use.

    What are we doing?:

    We’ve recently trained colleagues in Wolverhampton to take repairs calls for our customers in our southern areas and we’ve created new options for customers to select when they call us so they get through to the right colleague more quickly. Some customers had experienced waiting times of up to 30 minutes and we knew this wasn’t good enough, we’ve now reduced these and we’re pleased to say that our current wait time is under two minutes. We’ll deliver further training to colleagues so they can resolve other types of enquiries, as well as training on other channels so that we can respond to you faster when you contact us online. We’ve also changed our out of hour’s provider who take your calls when our offices are closed and feedback so far has been positive.

     

    You said: 

    You weren’t always sure who to contact about complaints and it can sometimes take longer for you to speak to the right team and get things resolved.

    What's our aim?:

    To see a reduction in negative feedback about this issue and for you to tell us you find our complaints service easier to use.

    What are we doing?:

    We’ve launched a new complaints policy and we have one team across all of our areas who are dedicated to handling complaints and resolving issues faster for customers. We have colleagues based in Wolverhampton, Bristol and Tewkesbury who will now support the timely resolution of all complaints.