You said, we did... Helping us improve our services - 2024/25

We’ve launched the ‘Customer Voice’ section on The Hub, which shows how we’re using customer feedback to make changes to our services or, if we’re unable to, the reasons why.

We’ve reminded customers of how they can access important information, such as fire notices and electrical safety certificates. More information can be found here.

We’ve introduced a new phone line option to give customers the option to report ASB and improved our ASB information on our website.

We’ve made sure we have several ways for you to share your views digitally, including projects on The Hub, digital surveys and quick polls. Groups such as Scrutiny panels and the Customer Forum are also held online.

We send a monthly newsletter to customers registered on The Hub via email, which includes information about our new projects and updates on recent projects.

We held a scheme meeting with the Senior Service Manager and Team Leader to discuss the reasons behind our decision and we’re working together to reach a solution.

We organised chair exercise sessions and charity sales at the schemes. We also encouraged residents to organise their own activities and supported them with marketing these events.

We’ve made changes to our phone lines which means members of the Tenancy Enforcement Team will now handle all calls that come in via our ASB and neighbourhood issues line. This means the case can be progressed from the first contact, rather than having to wait up to five working days for a return call.

We reviewed our cases and agreed with this. We’ve now made changes to our internal systems to allow for more accurate case logging and reviewed our policy and procedures so they’re in line with the requirements of the Housing Ombudsman. This will help us manage the expectations of customers when reporting issues and also enable us to report on the true number of ASB cases we’re handling.

Earlier this year, seven Fortem electricians and plumbers underwent Mira training to equip them to fix showers during the first visit, reducing the need for follow-up appointments.

Colleagues working in four trades took part in TETRA training for working at height in May, with one supervisor qualifying as a TETRA instructor which allows them to provide in-house training for new starters so they’re prepared from day one.