Have your say on our customer channels and service standards

We're excited to share that we're currently reviewing customer experience across all the channels you use to contact us. We want to make reaching out to us better, easier and more accessible.

We're in the first year of a two-year project that we introduced in this years Corporate Plan. In Year 1, we're reviewing the main channels you use to contact us, while in Year 2, we'll look at how we get in touch with you.

So far we've:

• Identified all the channels you use to contact us.
• Reviewed how often each channel has been used over the last six months.
• Found that the top three channels of choice are phone, our website and email.

Now we need your help!

To rate our channels and give feedback on your experience using them, please take the short survey by logging into your portal account. If you want to take the survey in another way or talk to us about other Customer Voice opportunities, you can fill our our contact us form.

You said, we heard, we improved

Take a look at how we've recently learnt from your feedback to improve services:

Repairs

You said: You're frustrated when repairs are delayed because they weren't attended to in the right order and this was causing delays. For example, a painter might've turned up before the plasterer had completed their work.

We did: We've made changes in our systems to fix this issue. Now if an appointment needs to be moved, the entire series of jobs will be reviewed and adjusted, to stop operatives attending in the wrong order. This will ensure there are no unnecessary delays for you.

Communication

You said: You wanted to have more input into how we communicate with you. Many of you also said you missed receiving updates through your door. 

We did: We've heard you loud and clear! That's why we've launched this Customer Catch-up so you can recieve regular updates from us. We're also setting up a Customer Voice Communications Panel to give you the chance to have your say on our communications.