You said we did...
We always value your feedback. We take it all on board and look to improve our service based on what you tell us. Here are the latest outcomes from some of the comments we’ve received from you.
A customer told us that Mears had attended her home, but hadn’t managed to fix the boiler. There was no record of this on the Mears system.
During our investigation, it was discovered that this information wasn’t available as supervisors don’t record visits to customers’ homes as an engineer would. Mears said they’d change this so all visits are recorded on the system.
Customers had been telling us that they felt elements of our Transfer Policy were outdated and needed updating – most notably around the letting of flats above ground floor level to families with younger children.
Previously, flats above ground floor level would not be let to families with children aged under 10. As a result of
customer consultation, we amended this policy and will now let flats above the ground floor to families with children over the age of seven.
You told us that it would be a good idea for us to create a Customer Charter that related specifically to our leaseholders and shared owners.
Following this feedback, we’re working with our leasehold customers and shared owners to establish and introduce a Customer Charter which relates specifically to them. This will be developed through close working with these customers.