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.
Customers have been using our new text messaging feedback service to highlight places where they weren’t satisfied with the cleaning and grounds maintenance service standards.
Grounds maintenance and cleaning quality assurance checks are being carried out by the Estate Contracts Team where there are low scores received for these services and we’ve identified areas for immediate improvement.
You’ve been telling us that our letting process needed to be quicker and more streamlined.
The process of letting a property has now been digitalised to make it more efficient. During September, we called customers to ask for their feedback about the experience and 96 percent said they thought the new process worked really well.
We were told that customers requesting a call back should receive this within two working days.
We’ve committed to meeting this timescale. We’ve trained ‘mystery shoppers’ who test our core services and they began working in September, initially focusing on our Customer Service Team. A total of 19 mystery shops were completed and 15 received a response within two working days. The overall response was very positive, gaining more ‘excellent’ results than ‘poor’. We’re continuing to work with colleagues to improve this service even further.