'You said, We did' is where we capture feedback from complaints, forums, direct communications and consultation and show what we are doing to make improvements in response to that feedback.
Complaints
Throughout the year we have had numerous complaints regarding the replacement of external doors
As a result of this feedback we have introduced a comprehensive improvement programme which includes a door and window replacement programme worth £1.5m
Consultation
An independent tenant perception survey was undertaken on our behalf, in November 2023, by an external company called Service Insights Limited and Housemark.
In response to the results of the survey we have developed an action plan to help us address those areas where customers felt we need to improve including:
- Improving our service offer
- Dealing with complaints
- Listening to your views and acting on them
- Keeping you informed about things that matter to you
An improvement action plan will be available soon.