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You said, we did...

We're committed to providing our customers with a high quality service. When we receive feedback, we're keen to take it on board to improve our offerings. On this webpage, you'll be able to find how we've taken action on the feedback our customers give.

You said, we did... Helping us improve our services - 2023/24

Policy consultations

During a consultation, we asked customers what they thought about the possibility of us raising the charge for mutual exchanges. Customers said they thought the price shouldn’t be increased.

We’ve agreed to keep the charge at £250.

Customers said they believed we should offer transfers for more reasons than what’s included in our policy.

While this isn’t something we can implement, we’ve explained the reasons why so that customers understand the transfer policy better. This can be found on The Hub.

 

Customers told us they’d prefer the lettings process to be digitalised.

We’re working on the best ways to digitalise our service.

Together with Tenants scrutiny review

Scrutiny Team members told us that performance information on our website was outdated.

Changes have now been made to archive older information and dates have been made clearer on the page so customers know how up-to-date the information is.

The Scrutiny Team also recommended that we publish more examples of what we’ve done with customer feedback.

There’s a new 'how you've made a difference’ section published on The Hub. More examples of ‘you said, we did’ will also be published online and in Our Voice magazine.

The website search box wasn’t very user friendly, and customers said they were struggling to find the information they wanted.

Clearer metadata has been provided to the website developer to improve this and it’ll be reviewed three times per year.

The Hub

Customers said they’d like some advice on creating a residents’ association.

We’ve produced a ‘guide to residents’ associations’ that can be accessed on The Hub or on our website

More than 90 percent of customers who voted said they’d like the Glorious Gardens competition to return.

We’ve relaunched the competition!

Updated: 24 August 2023

Review date: 01 December 2023

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