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Each year we speak to over 6,000 customers to find out how you feel about your relationship with us and the services we provide. We want our services to be easy to use and for you to tell us that you feel that you have a good relationship with us which works so well you would recommend us to a friend. We’ve shared our latest results with you below.

Our latest results

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Here's what we're working on fixing...

We’re always looking for ways to improve how we do things, so at least every three months we take a closer look at your feedback to see what the trends are and how we can improve.

  • What's the issue?

    You told us it can sometimes take too long to get repairs completed and sometimes repairs you’d had done in your homes had failed and you had to call us again for a second repair.

     

    Aim

    To fix all repairs the first time we visit your home and to see a reduction in negative feedback about this issue.

     

    What are we doing about it?

    • We’re focussing on all the repair work we have booked in and we look at our team resources every week so that we can get out to you sooner. In the last three months, 91% of customers recommended our repairs service to a friend and a top talking point from over 150 customers was that our repairs service was quick and easy to use. You’ve also been really happy when we’ve called you to bring appointments forward and been able to fix other things when we were there.
    • We have proactively contacted over 500 of you who were experiencing a delay to keep you in the loop about your repair and we’ve taken action to resolve things for you.
    • Our repairs team leaders are investigating all repairs that have failed within three months to fully understand the issue and reduce delays for you. We’ve introduced more coaching for colleagues and changed some of the parts we use when carrying out repairs. In the last three months, we completed over 13,000 repairs and less than 1% of customers called us back because their repair had failed and just 8 customers told us they were unhappy about this – a reduction of 38% compared to the previous three months.
    • We’re continuing to review all the stock we keep in our vans to give the best possible first time repair. We’ve also given our engineers more flexibility in their day so they can stay as long as they need to complete repairs on the first visit and ensure they never miss an appointment.
  • What was the issue?

    You told us we needed to do more in delivering great quality homes for all our customers.

     

    Aim

    For more of you to tell us that you rate the quality of your home.

     

    What are we doing about it?

    • Our investment team are continuing to focus on homes with lower energy ratings. We’ve invested an extra £2m for heating upgrades and insulation works which will benefit over 1,600 customers this year.
    • We’re tailoring our heating upgrade service to suit individual customers’ needs. We want all of our homes to be energy efficient and affordable to live in and run so we’re working with customers who receive new heating systems to ensure any other heat sources you have in your home complement your new upgrade.
    • Where you experience issues, our surveyors are now spending more time in your homes diagnosing issues and offering advice on things like affordable warmth as well as offering technical advice over the phone. We’re also checking in with you afterwards to ensure issues are resolved and customers are happy.
    • For all new customers moving in, we’re putting a greater emphasis on proactive repair work by upgrading things such as heating systems and installing showers. We’re also improving their thermal efficiency and we’re fitting more plug sockets to suit modern lifestyles. We’ve given our colleagues extra training to ensure we’re collecting information about the internal and external condition of our homes to support our proactive approach in the future.
    • In the last three months 96% of you told us you were happy with the quality of your home and customers rated our homes 4.4 out of 5 for how affordable they are to live in and run.
  • What's the issue?

    You told us we needed to make it easier to contact us when it’s convenient for you and to resolve your enquiries first time.

     

    Aim

    For you to tell us you find our services easier to use and to see more enquiries resolved first time.

     

    Jump to: November 2016 / June 2016March 2016 / December 2015

      

    November 2016 Update

    How have we been improving?

    • We’ve been providing you with online account login details when you move in to enable you to contact us when it’s convenient. Over 8,500 customers are now able to manage their accounts online.
    • We’ve provided advice to over 400 customers over the phone enabling them to deal with their own basic repairs. Helping to resolve your issues over the phone the first time you called us without the need to wait for an engineer to visit your home.
    • More of you are getting in touch with us through social media and we’ve improved how quickly we get back to you – with 84% of customers feeling positive about their experience and feel confident to have a conversation and ask questions.

     

    June 2016

    How have we been improving?

    • In April and May we tested extended opening hours in our customer service centre until 8pm every evening and opening at the weekends. We’re reviewing what we’ve learned from this test and we’ll be sharing the results with customers very soon.
    • We know there’s an appetite from customers to do more for themselves around the home, so we’ve invested in training for our customer service colleagues to develop their ability to coach customers to support this. We’re also really focussed on developing our online services for customers further over the coming months.
    • Positively, we’re now resolving even more enquiries the first time we’re contacted and customers have told us they’re finding our services easier to use, improving our score by 7% compared to this time last year.

     

    March 2016

    How have we been improving?

    We’ve identified the most common or complex repairs that we’re contacted about and developed a new training area in our customer service centre to help colleagues identify and diagnose repairs more effectively, resolving queries the first time we’re contacted. We’re investing in more training for our customer service colleagues through workshops and coaching. We’re enabling colleagues to encourage and support customers to conveniently solve things for themselves. We’re now resolving 85% of customer queries the first time we’re contacted; this has improved 6% since last year and nearly 10% more customers have told us they find our services easier to use.

    To achieve a better relationship throughout the complaints journey and resolve issues faster for customers, we’ve introduced a new customer solutions team and a new way of handling complaints. Complaints will be owned and resolved by one colleague, we’ve reduced our stages from five to two and we’re committed to resolving all formal complaints in 21 days and informal complaints in 7 days. We’re confident this will simplify things for customers and enable us to find faster solutions.

     

    December 2015

    How have we been improving?

    Our customer services team have made improvements to how they respond to enquiries. We’re spending more time on the phone talking to customers to resolve their enquiries the first time they call us and we’re passing fewer queries on to other colleagues as a result. We’ve made changes to our comfort messaging – the messages customers hear whilst waiting to get through to our contact centre. We’re signposting customers earlier to our self-serve area on our website to help them find the information they need more quickly and refer back to in the future.

     

     

     


 

Previous projects...

  • What’s the issue?

    A number of customers have reported damp and mould in their properties and we’ve challenged ourselves to investigate the main causes of these issues. This problem is sometimes magnified when we raise expectations that it can be resolved through a repair by sending out a surveyor

    Aim

    To get a better understanding of the causes of damp and mould in customers’ homes to ensure we’re resolving any recurring issues and making long term plans to educate and support customers.

     

     Jump to: April 2016 / September 2015 / March 2015

     

    April 2016

    What have we been doing?

    To improve how we handle damp and mould issues we’ve delivered detailed training to our colleagues, ensuring we provide the right advice and information to customers at the right time. We’ve changed how we handle reports of damp and mould by diagnosing issues over the phone and booking in repair work straight away, delivering quicker solutions for customers. We’ve installed loft insulation, extractor fans and trickle vents which have had positive results for customers and, where problems are more complex, our surveyors are completing detailed examinations of customers’ homes to fully assess the problem and complete any works required.

    To support our long term plans on damp and mould, we’re even more focused on making our homes affordable to live in and run. Our investment team have targeted homes with lower energy ratings to improve their energy performance, they’re delivering improvements to these homes such as new heating and hot water systems, windows, insulation and roofing. In addition, we’re investing in 150 heating or window upgrades this year from savings we’ve made. We’ve sourced the best energy prices and information and our money advisors are offering more advice on this to customers. Our winter wellbeing campaign and ‘how to’ videos, which gave customers advice on things like money, community, repairs and lifestyle, were well received so we have continued our work in this area by producing information online throughout the year. We’re working with a customer from our customer and communities network to redevelop training awareness for our colleagues to support and coach customers on affordable warmth. We’re also testing a piece of the latest technology called Switchee; a ‘smart thermostat’ to help customers manage their homes better - we’ll be inviting twenty customers to get involved with this soon.

     

    September 2015

    What have we been doing?

    Damp and mould is mainly a seasonal issue that we see more of in the winter months. Over the last six months we’ve investigated the triggers of the issues experienced by customers and how we manage customers’ expectations. We’ve implemented a new process for handling calls and diagnosing damp by providing detailed training to our customer services colleagues both face to face and with online learning resources.

    Our investigations have also discovered a real link to fuel poverty – when someone may restrict their use of heating because they can’t afford the bills. We’re committed to finding practical ways to pay for fuel in an affordable way; we’ve launched a #WinterWellbeing campaign online to support our customers over the next few months with things like money, repairs, community and lifestyle. We have also developed specific online content for customers with self-help articles on condensation, damp and mould and a ‘How to’ video on how to tackle issues.

    Throughout this winter we’re carrying out a number of technical trials in customers’ homes such as external insulation systems and systems to enhance air circulation, to establish the best solutions for customers. Winter will tell us whether the plans we’ve put in place have had a positive impact for customers; we will report results again in April 2016.

     

    March 2015

    What have we been doing?

    We’re taking a fresh look to understand the problem and progress how we will; better manage customer expectations, better resolve reports of damp and how this links to customers health and furl poverty. In the meantime, we’re developing a colleague toolkit to enable improved questioning and advice on damp and mould. We’re also developing an online damp management toolkit for customers that will help prevent and tackle the cause of damp. In one development where we have a particular issue we’re trialling a number of technical solutions to establish the best option. In addition to our home improvements programme, last year we invested a further £1.25m on heating upgrades to help combat this issue further.

    Aim: We want to better understand the causes of damp and mould in our properties so a long term plan can be put in place. We also want to test whether some of the things we’re implementing have a positive impact. We’re unlikely to have reliable results until April 2016 as this is predominantly a seasonal issue that’s exacerbated by winter weather.

     

     

  • What’s the issue?

    Over the last 12 months, the number of customers recommending our repairs service has been fluctuating and customers have told us they weren’t as happy with the service as they previously had been.  

    Aim

    To see an increase in customers recommending our repairs service to a friend.

     

    Jump to: June 2016 / December 2015 / September 2015

     

    June 2016

    What have we been doing?

    • We’ve introduced a text messaging service to let customers know about their appointment dates for repairs and to also send reminders the day before we’re coming.
    • On the few occasions when customers aren’t at home for their appointments, we’ve changed our ‘calling cards’ by giving customers direct telephone numbers for our repairs team to make it really easy to make a new appointment with us.
    • We know that communication works both ways, so to make it easier for us to contact customers when we need to, we’ve also introduced ‘getting to know you’ cards, so at every opportunity we’re making sure we’ve got up-to-date contact information for all our customers

     

    December 2015

    What have we been doing?

    We’re testing a new service where an engineer will visit customers within two weeks of moving in, to coach and support them to carry out basic repairs such as bleeding radiators, unblocking sinks and maintaining heating systems, and provide more information on things they can do to maintain their own home. We’re developing our online learning resources including ‘how to’ videos to support customers with this in the future. In addition to this new service, our engineers are working more flexibly across all of our areas to proactively keep customers’ homes maintained to a high standard when they need us.

     

    September 2015

    What have we been doing?

    We’re surveying more repairs customers, to better understand how they feel about the service. Our repairs managers are personally contacting every customer who tells us they’re unhappy or wouldn’t recommend our repairs service to a friend, to understand and resolve outstanding issues and help improve our relationship. Our repairs teams are owning and learning from their customer feedback and identifying improvements at a local level ensuring issues don’t drag on for customers. We’re already seeing a really positive shift, in the last 3 months, 87% of customers have recommended our repairs service to a friend.

     

  • What’s the issue?

    Customers told us we need to focus on providing a great quality home.

    Aim

    For customers to tell us they rate the quality of their home.

     

    What are we doing?

    • We’re investing in our homes by carrying out more proactive repair work and our repairs team leaders are investigating all repairs that fail within three months to fully understand the issue and reduce delays and repeat repairs visits for customers.
    • For all new customers moving in we’re fitting showers in every home and to further support our work around damp and condensation, we’re also fitting extractor fans in all kitchens and bathrooms and trickle vents in windows.
    • To support our long term plans to improve the quality and energy efficiency of our homes, we’ve become even more focused on making our homes affordable to live in and run. Our investment team are targeting homes with lower energy ratings to improve their energy performance. This commitment has been reinforced with a further £1.8m being made available this year which will enable us to deliver 660 additional heating and hot water systems. In addition to this we are spending £290,000 on improving external wall, loft and cavity insulation to over 300 homes this year and we’ve secured further funding for another 651 homes to have cavity wall insulation.
    • We’re reviewing our home standard and to support this, we’ve introduced a new feedback measure so that we can make our offer flexible to each customers’ needs. In the last three months, 97% of new customers told us they were happy with the quality of their home on moving in.
  • What’s the issue?

    Customers are feeling less happy with our anti-social behaviour (ASB) service and as a result aren’t recommending us to a friend.

    Aim

    To see an increase in customers recommending our ASB service, and for customers to tell us they feel supported throughout the process.

     

    Jump to: March 2016 / December 2015 / September 2015

     

    March 2016

    How have we been improving?

    It’s disappointing for us that we’ve seen a further dip in customers recommending our anti-social behaviour service to a friend. We’re fully committed to doing everything we can to help and support customers when they experience ASB. Our community safety team are working very closely with our neighbourhood teams to proactively address customer concerns quickly and we’re carrying out prevention work to tackle ASB issues early and improve things for customers.  When cases are opened, our community safety team continue to monitor these closely. We’re working more flexibly, being available for customers both in the evenings and at weekends where needed, ensuring our customers feel fully supported all the time. Positively, the number of ASB cases opened this year has reduced and we’ve continued to put all our efforts into resolving things for our customers; as a result we’ve issued more cases to court ensuring we’re taking the right action. Our customer advocate and community safety team are reviewing all cases to investigate what more we could do to improve the customer experience and where customers are unhappy, cases are being reopened.

     

    December 2015

    How have we been improving?

    We’re continuing to closely monitor conversations to ensure we’re being open and honest whilst being caring and supportive to customers. Where customers are unhappy we have reviewed the case and reopened where necessary. We’re also continuing to campaign for better court performance to reduce waiting times for customers. We have started to see a positive shift with 73% of customers recommending the service and telling us they felt supported in the last 3 months. On track

     

    September 2015

    How have we been improving?

    We know that the legal system is under strain, therefore things are taking longer to be dealt with; we understand this can be difficult for our customers experiencing anti-social behaviour. We’re continuing to campaign for better court performance and we’re working closely with our partners to minimise the impact this has on our customers. We’ve reissued checklists to all of our colleagues who are dealing with ASB to ensure our processes are being followed and evidence is being recorded so we can deal with issues swiftly. Our community safety team are reviewing every case where our customers weren’t happy with the service, reopening cases if necessary. We’re closely monitoring conversations between housing managers and customers to ensure we’re being realistic, open and honest, whilst being caring and supportive to customers.