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.
Gas and heating
You said
Communication is an issue when arranging heating appointments.
We did
Changes have been made at Aaron Services and they’ve made several improvements to enhance their communication with our customers. These include a reminder text sent two days before a gas service appointment and an option for a customer to select an option to receive a text if they don’t want to wait on the phone line. A WhatsApp number and webchat have also been launched.
Housing
You said
That not all new customers knew the name of their Housing Officer or other key information.
We did
The Lettings Team has introduced an information sheet which is given to all new customers when they move into their home. This sheet includes all the important information they need, including our telephone number and website, who their Housing Officer is, gas, electricity and water services information and a list of important steps to take when they first move in.
Complaints
You said
It’s important for us to learn from past complaints.
We did
The Complaints Team has introduced surveys for customers who’ve had a stage 2 complaint resolved. Previously, the focus was only on stage 1 complaints handling. By getting extra insight from customers that have had a stage 2 complaint will allow us to look at what went wrong and where we can improve our services.
Customer Engagement
You said
That you’d like phone calls and other non-digital options made available to share your views.
We did
We’ve recently held in-person and telephone focus groups. We’re now completing surveys over the phone and face-to-face, in addition to digital surveys.
You said
Being able to share your views with your Scheme Manager or Housing Officer was an option you’d like to have.
We did
We agree this is key to gathering as many views as possible and therefore Scheme Managers and Housing Officers are out and about collecting feedback and sharing it using their digital devices.
You said
Customers believe that their views within complaints should be taken into account.
We did
We agree and we use insight collected through complaints to make changes to our processes and our service offer to improve the customer experience.
You said
Some customers said they felt they were too old to get involved. Some customers also said they had a disability that they felt stopped them.
We did
Customers over the age of 16 are welcome to get involved with our projects and we aim to make involvement inclusive and accessible for all customers. We’ve recently asked customers what barriers exist which stop them getting involved and we’re working hard to remove these.
You said
More customers want to get involved in projects relating to repairs, maintenance and complaints.
We did
We’re working with our involved customers in a scrutiny review into the condition of the home. We also recently involved customers in a review of our complaints letters. We’ll keep you informed of any new opportunities relating to shaping these key service areas.
Updated: 02 July 2025
Review date: 01 December 2024