You said, WE DID

We are dedicated to providing an excellent customer service and your feedback is essential in helping us shape our services.

We understand that sometimes things don’t go to plan, and our services may fall below your expectations. We want you to know that your feedback is invaluable and helps us to focus our efforts on things that matter most to you.

Across quarters three and four our overall customer satisfaction rate is

92.7%

You said: We needed to improve the information we provide for new customers

We did: We have recruited more Neighbourhood Services Officers to support our customers and have increased communications to ensure all relevant tenancy information is provided.

You said: We should increase the number of repairs that are completed during the first visit

We did: We have improved our reporting methods, allowing us to monitor and review why jobs are not always completed first time. This has helped us to make improvements and reduce the number of repeat visits, where possible.

You said: We need to improve our cleaning service

We did: A new cleaning service contract is now in place which has seen a range of improvements implemented, including new vans, new cleaning equipment, and improved cleaning schedules. Cleaning specifications have also been reviewed to ensure high standards.

You said: We should improve our gas repairs service

We did: To ensure our Gas Team have the supplies needed to carry out gas repair services, stock takes are taken regularly and parts that are used most often are regularly replenished. In more complex cases, we may need to order additional parts and complete a follow up visit to finish the repair. In these instances customers will be informed that a follow up visit is required. Want