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Each year we speak to over 7,200 customers to find out how you feel about your relationship with us and the services we provide. We want our services to be easy to use and for you to tell us that you feel that you have a good relationship with us which works so well you would recommend us to a friend. We’ve shared our latest results with you below.

Our latest results

Results for the quarter ending March 2018. Click on the image below to view the latest results.

 

 

You can view our previous customer feedback performance below: 

How we're doing - December 2017

How we're doing - September 2017

How we're doing - June 2017

'How we're doing' - March 2017

 

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.

Here's what we're working on fixing...

Each year we speak to over 7,500 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 were working on last quarter

Here's what we've fixed previously...

  • You said:

    We needed to reduce the time you were waiting on the phone when you call us.

    What’s our aim?

    For fewer customers to tell us this is an issue and for customers to tell us they find our customer services easier to use.

    What are we doing?

    • In response to customer feedback, and in addition to our extended weekend opening hours, we’ve also recruited colleagues to work during our busier times to help alleviate waiting times and resolve more of your enquiries

    • We’ve provided training ahead of the winter to enable our teams to coach more customers over the phone about simple day-to-day fixes. This means we can get things working again quicker without the need to wait for an engineer

    • We’ve improved our website so customers can pay their rent online without the need to call us. It’s already proving popular and we’ve taken over 700 online payments in the first month. We’re confident this will alleviate waiting times for customers, making our services easier to use.

  • You said:

    You’d like more information about changes to your benefits to ensure you’re confident managing your money and paying your rent and bills.

    What’s our aim?

    For customers to tell us they feel confident managing their money and in control of their household bills and rent payments.

    What are we doing?

    • Our neighbourhood coaches and money advisors have been working closely with customers to help them maintain or push their rent accounts into credit which will help with any problems they may face whilst waiting for payment of the new benefit

    • To support customers further we’ve produced a series of videos covering a range of welfare reform topics and these are being shared via our neighbourhood coaches, the website and social media channels

    • Our skills coaches are continuing to support neighbourhood coaches identify priority customers to support them into work, enabling them to pay their bills and do the things they want to do.

  • You said:

    That when you have heating upgrades in your homes, we could do more to improve the experience by providing you with information about your new boiler and heating system as well as completing any finishing touches more quickly.

    What’s our aim?

    For less customers to tell us this is an issue and for more customers to recommend our gas install team to a friend.

    What are we doing?

    • We’re providing customers with a ’How to Guide’ when they have new heating systems installed giving them information about their new boiler and how it works

    • Our engineers are showing customers how to reset their boilers in case they experience issues in the future – guiding them through the ‘fault’ mode to get things working again

    • If there are issues that require an engineer to come back, you’ll now notice the same engineer returning which is something customers have said reassures them

    • We’re now ‘boxing in’ all the pipework surrounding your boiler on the same day as it’s installed to improve the overall experience

    • Our engineers are also working in pairs to complete upgrades that would previously have taken two days and can now be done in one. This reduces the time spent in your home and makes things more convenient for you.

  • We’re moving towards a proactive service

    You said:

    There were some more things we could do to improve the quality of our homes and our repairs service.

    What’s our aim?

    To improve how customers feel about the quality of their home and for even more customers to recommend our repairs service to a friend.

    What are we doing?

    We’ve listened to your feedback and introduced a few more new things:

    • Reminder texts now keep customers better informed about appointments and we’re being more flexible with appointment times to ensure we fix more repairs on the first visit. For appointments with surveyors, we’re also calling customers the day before

    • For customers experiencing damp and condensation in their home, we’ve extended our inspection visits to two hours to allow for a more thorough investigation

    • Damp and condensation training enables us to spot issues sooner and we’ve also introduced a ’second opinion’ option if customers feel unhappy with the advice or solution we’ve provided. This can be raised within 12 months of their last inspection

    • We’ll also be taking a more proactive approach checking back in with customers after we’ve completed any remedial works to ensure the problem is resolved

    • We’ve continued to train more of our neighbourhood coaches so they can offer further advice and support to customers about basic repairs. You told us this was something you’d like to learn given the skills and knowledge to do so.

  • You said:

    You’d like us to check the work after our gardeners have been out to your area, to make sure your gardens are left clean and tidy.

    What’s our aim?

    For more customers to recommend our gardening service to a friend.

    What are we doing?

    We recognise our performance isn’t where we want it to be with 72% of customers recommending our gardening service to a friend and we intend to improve on this. We’ve started collecting feedback about our gardening services so you can tell us about your experiences and help us to improve. Our gardening team are taking photos of every area they do work on, to quality check their own work and ensure they’re all left clean and tidy and the gardening is done to a high standard.

    We’ve also recruited team leaders who will be out in our areas focusing on improving the quality of our gardening service for our customers. We’ll continue to monitor our performance here and keep you updated with our progress.

     

    You said:

    That with the cost living escalating, it was becoming unaffordable for some of you to heat your homes. 

    Our aim:

    To improve the energy efficiency of our homes so they become more affordable to run. 

    We did:

    • Over the last 12 months we’ve invested £25m in our homes and neighbourhoods and we’ve improved the energy efficiency of over 3000 homes. We’ve installed 2484 new heating systems, including 70 ground source heat pumps for homes not able to access mains gas. We have also improved the insulation on 377 properties and replaced windows and doors at 1860 homes. These measures will make a significant difference to the affordability of these homes for our customers. Customers currently rate their homes 4.5 out of 5 for how affordable they are to live in and run and customers are telling us this is improving things for them
    • Where homes are not suitable for energy efficiency upgrades we have either sold individual properties as they have become empty, or where there are multiple homes we have earmarked them for regeneration. Five sites have been initially identified for regeneration and progress has begun on four of these schemes. Together these four sites should result in 126 new, energy efficient affordable homes.

     

    You said:

    The quality of homes when you first move in can sometimes be poor in terms of unfinished works and cleanliness and so it’s not the experience you expected.

    Our aim:

    Ensure that the quality of our homes is spot on from the moment you move in and to ensure you get an accurate move in date.

    We did:

    • In response to customer feedback that customers want to move into a quality home - we have invested in our empty homes, undertaking works that include tiling, installing showers, and extractor fans and trickle vents in all homes before a new customer moves in. We have also improved the final clean on properties before they’re let, undertaken works to manage damp and condensation as well as clearing gardens and repairing fencing and customers now rate the quality of new their homes as 94%
    • A test of our ‘starting well engineer’ service, which was designed to coach and support customers to carry out their own basic repairs shortly after moving in, has also proven successful. This service is now being offered to customers who live in Staffordshire and the West Midlands.
  • You said:

    There were some smaller things we could be doing to improve the quality of our homes and our repairs service.

    What’s our aim?

    To improve how customers feel about the quality of their home when they move in and for even more customers to recommend our repairs service to a friend.

    What are we doing?

    We’ve listened to your feedback and we’ve introduced a few new things:

    Our engineers now carry brushes and small pots of paint to give to customers who have had plastering work done in their home – rather than waiting for another appointment you told us you’d be happy to paint the small patches yourself.

    For customers who have plumbing work completed, you told us you’d like us to explain exactly what we’re doing and show you how to isolate the water to avoid damage to your home. This is now part of our service and for customers who have to have their water turned off we’re providing you with bottled water.

    In addition to our starting well engineer service, we’ve trained some of our neighbourhood coaches so they can offer further advice and support to customers about basic repairs and we’re also hosting small workshops in one of our areas to coach and support customers to carry out their own basic repairs. You told us this was something you’d like to learn given the skills and knowledge to do so.

    We’ve provided our engineers with more detailed training around drainage repairs as these types of issues typically take longer to resolve due to whether the problem is with us or the water board. We’re confident this additional training will support our aim of resolving these issues faster for customers.

    We’ve launched a new empty homes standard and we’re investing in homes ahead of re-let – tiling, installing showers, extractor fans and trickle vents in all homes. We’ve also improved the final clean on properties and undertaken works to manage damp and condensation.

    In the last three months, 98% of customers were happy with the quality of their home when they moved in and 91% told us they would recommend our repairs service to a friend.

     

    You said:

    That we should do more to improve the safety and appearance of neighbourhoods.

    Our aim was:

    For more customers to rate the safety and appearance of their neighbourhoods and recommend them as a place to live.

    We did:

    Last year we completed 2,665 estate improvements and we’ve also continued to proactively pick up problems that customers have told us about through their feedback investing £200K across 36 areas, upgrading and installing things like railings, new bin stores and drying areas, security gates and street lighting. 90% of customers would recommend their neighbourhood as a place to live and customers rated the safety and appearance of their neighbourhood as 3.9 out 5 which has improved from 3.7 last year.

    We’ll be increasing our focus by working closely with our localities colleagues and new neighbourhood coaches to look at the feedback for each area and identify further ways that either we, customers or the local community can help improve the safety and appearance of an area as well as how customers feel about their home and community. With our localities work still mobilising we don’t expect every customer to have met their new neighbourhood coach yet but over the next year they’ll be spending time getting to know and working with every customer. We’ll keep you updated with our progress in this area.  

     

    You said:

    That we should do more to improve the safety and appearance of neighbourhoods.

    Our aim:

    For more customers to rate the safety and appearance of their neighbourhoods and recommend them as a place to live.

    We did:

    • Over the past year we’ve completed 2665 estate improvements to things like hard landscaping, fences, boundaries and major repairs. We’ve also been proactively picking up projects that customers have told us about through feedback, such as street lighting and gate schemes that have led to customers feeling better about their neighbourhoods. 90% of customers would recommend their neighbourhood as a place to live up from 87%, whilst customers also feel better about the safety and appearance of their neighbourhood rating it 4 out 5 which has improved from 3.8 last year.