You said, we’re listening

You said: You want to be listened to and kept informed

We did / are doing…

• We are trialling a change to our customer contact centre operating hours, with the first hour dedicated to emergency repairs contact, following a workshop held with Community Voice.
• We’ve published new monthly performance information following discussions with our Community Voice group about what performance information they thought tenants at large wanted to see.
• We publish details of how we are performing to our website here.
• We’re working with our Complaints Monitoring Panel to review our complaints process, putting into place recommendations they make.
• We are revising the Lettable Standard, working with our Community Voice and Tenant Inspector groups.
• We have introduced a Customer Satisfaction Framework ensuring all feedback is listened to and acted upon.
• We have improved the way Anti-Social Behaviour (ASB) cases can be logged using the My Home online portal and provided support videos and information on our website.
• We have acted upon how you have said you want to be updated / contacted about individual services.
• We will start informing you where we’ve been unable to complete a job due to parts being unavailable, so that we can get the job right and manage expectations.

We’re committed to being a great landlord. 

You said: You want us to improve our repairs and maintenance service, making it easier to report repairs and book appointments etc.

We did / are doing…

• We have reviewed and revised our Damp and Mould Policy and procedure, with influence and input from the Resident Scrutiny Panel, to review recommendations and learning from complaints.
• We have conducted a review of the repairs customer journey, generating a list of improvements that are being worked through to implement.
• Tradespeople will ensure shoe coverings are worn and properties are left clean and tidy following a repair.
• We are updating My Home to send notifications to tenants about any delays or messages relating to a service.
• We have online videos to support tenants with simple repair fixes have been created. These can be found at the bottom of our repairs and maintenance page.
• Tradespeople will now always call on the day of repairs appointments.
• We are reviewing the length of time taken to complete repairs and any required follow-up appointments.
• We are looking at how we better identify and assist those who are disabled or vulnerable.
• We are sending out satisfaction surveys to tenants to gather feedback on ways to improve your neighbourhood and carry out We Care days.
• We have reviewed all complaints received to derive learnings that will improve the customer experience.
• We have several Ongo Environmental Champions.
• We are reviewing available appointment times.

We’re committed to grow and be sustainable.

You said: You want us to provide support to tenants and be transparent.

• Customer Conference – ensuring tenants can have their say and an opportunity to see what work is being carried out behind the scenes.
• We work with Community Voice and our Resident Scrutiny Panel to investigate our services and to make recommendations for improvement.
• We provide many different involvement opportunities and ways to have a say.

We’re committed to being customer focused.