Skip to main content

Please be aware that our Customer Service Department will not be available from 12:30pm on Friday 24th September for essential training. Our phone lines will open again at 8am and our Customer Hubs will open at 8:30am on Monday 27th September.

You said, we did

We value customer feedback and we will take every opportunity to improve our services. 

We will regularly update this page providing examples of changes we have made as a result of feedback we have received. 

The following examples cover the period 1 April 2021 until present.

You said We did
Generic mailings regarding noise issues caused upset, because it was unclear that they were generic and made residents feel that the letters were directed at them personally. We have amended the letter template to make it clear that it had been sent to all residents and was not directed at any individual property, ensuring no one feels personally targetted.
Some contractors had not been showing their ID when visiting tenants properties. We have reiterated the importance of wearing and showing ID to tenants when visiting their properties.
The wait times to speak to our Customer Service team were longer than expected. We are aware that our wait times are currently higher than usual, due to the ongoing waste disruptions. We are recruiting additional permanent staff and have agency staff assisting us through the current busy period. We will continue to monitor the call demand alongside our resources.