We love hearing from you, whether good or bad, as the feedback helps us to learn and improve our services.
From 1 April 2024 to 31 March 2025, we logged:
- 1,015 complaints – 497 were resolved at the first point of contact
- 232 compliments
You said, we did…
Time taken to repair
Two damp and mould operatives have been employed to triage and treat damp and mould risks, and in addition, the Group can now utilise the services of a targeted repairs contractor. Focus will be applied to category 1 and 2 hazard repairs as well as damp and mould major repairs. This will allow additional focus on day-to-day repair orders, reducing the time to wait for a repair.
Employee handling
Complaints for this area cover a broad range of issues such as colleagues’ attitude and communication and examples around how colleagues have attempted to access properties. Individual matters are addressed with colleagues in line with our policy and procedures. This has also been supported by our ongoing delivery and promotion of our in-house customer service style framework, RAMP (R – Resolve issues, A – Adapt our service, M – Make it easy, P – Proactive communication). Due to the broad range of examples, however, the Customer Feedback Team has been tasked to review this area to assess for common themes that can be translated into further actionable insights.
Communication
Building upon the success of the development and roll-out of the Group’s customer service style framework, RAMP, further training has been developed specifically targeted at heads of service and managers in relation to improving communication during the handling of complaints. The training will form part of the Group’s mandatory learning for appropriate roles and will provide guidance and support on achieving early resolution to complaints and adherence to the Housing Ombudsman's Complaint Handling Code.
Compliments
"Please pass on my thanks and gratitude to the operatives that recently fitted my new boiler and radiators. They were quick, efficient and tidy. Being elderly they showed kindness and made sure I was ok throughout the two days. Thank you for everything"
Customer called to advise she was over the moon with a housing officer. The housing officer arranged to have all tree cutting done and the customer said it looks wonderful and it has made them so happy.
Two operatives fitted a radiator in bedroom where there wasn’t one installed. The tenant said she is made up now they have a heat source in the bedroom and the two operatives have done a great job, and were polite, clean and tidy, so she gave them an ice cream.
A tenant called to specifically praise the work of an inspector. The tenant said he investigated every corner of the property and went above and beyond. The tenant was impressed with the inspector speaking in plain English and making things easy for her to understand. The tenant said she has never met anybody in her life who puts so much effort into their work, and if she was a paying customer, she would have paid double the price!
A tenant had a joiner, electrician and a heating engineer attend. He wanted us to know they were all polite, very good at their job and all round great people to have in his home.
"A member from the Tenancy Sustainability Team made me feel at ease, he took time to go through everything with a fine tooth comb. The speed and professionalism was excellent. I can’t thank him enough."
"Please could you pass on our grateful thanks and appreciation to the new cleaners, who attended for the first time this week, R&F Facilities. The communal areas smell amazing and you can really tell the difference. The building is fresh and properly cleaned for the first time in four years we have lived here."
"Thanks again to a customer support officer for going above and beyond!"
