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 have received from you.


  You said

You told us that on occasions, your electrics were not switched back on after a Mears representative had visited your home.

  We did

All boiler installers have been spoken to and will ensure that switches are back on after any work is carried out.


  You said

It was raised with us that Mears are missing appointments.

  We did

A dedicated person has been appointed at Mears and their job is to monitor the live tracking of appointments, working alongside the planners


  You said

Customers told us they weren’t aware of what’s included in their service charge for grounds maintenance and cleaning.

  We did

The service specification has been added to customer surveys and also features in this edition of the magazine. It can be found on our repairs and maintenance page.


  You said

A customer told us they experienced delays in receiving a refund for the credit on her account at the end of her tenancy and that there was a lack of explanation of the process involved.

  We did

This situation highlighted a need for members of the Customer Service Team to be fully aware of end of tenancy processes.

It’s also revealed that there needs to be a process in place for how end of tenancies should be monitored, in particular if there are reimbursements to our customers. Work is being done to ensure this is the case.


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