You said, we did... Helping us improve our services
Latest feedback
When we get things wrong, it’s important that we understand why and what we need to do to put things right. Customer feedback is crucial to helping us learn from our mistakes and making sure with improve the services and the experience our customers receive.
Below are the most recent examples of how your feedback has been used.
Customer engagement
Last year, we surveyed our customers aged 25 and under. Following some feedback from the survey, we’re making changes to how we engage with this demographic. Below outlines some of the changes we’re making based on your feedback.
You said
You told us that you don’t always have time to give your opinion.
We did
We’ve introduced a new virtual way of getting involved and launched an area on The Hub. This means you can quickly share your thoughts at a time convenient to you.
You said
You told us that you sometimes feel anxious about sharing your views.
We did
We’ve created a dedicated under-25s’ section on The Hub so our younger customers feel more comfortable giving their thoughts among similar aged people. You can also take part in anonymous surveys and the use of a screen name means your identity is hidden.
You said
You don’t always know about our engagement activities and targeted advertising would help raise awareness.
We did
We’ve emailed all customers in this age group to make you aware of our engagement activities.
You said
That you’d like to see more competitions and incentives for this age group.
We did
Whilst we believe that having your voice heard and representing your age group in decisions is a great incentive, we agree that it’s nice to have rewards. Therefore, we’ve introduced more prize draws within our engagement activities and have regular competitions on The Hub that you can join.
You said
You told us that you’d like to see more information around finances added to our engagement activities.
We did
We’ve created a new page on The Hub dedicated to our Money Advice service.
Damp and mould survey
You said
More than 1,100 customers responded to our damp and mould survey to tell us they had an issue in their home. Coupled with other known cases, this brought the total to around 1,900 cases.
We did
We’ve now carried out assessments at the majority of these homes to identify the work that needs to be done to address the problems. We’re now reviewing these assessments and booking in the required works to deal with damp and mould in these homes.
The Hub
You said
You’d like to see a page created on The Hub for customers to share their favourite recipes.
We did
We created this page for customers to use.
Our performance - previous feedback (archive)
Updated: 24 August 2023
Review date: 01 December 2023