Residents and communities > Our performance > Complaints and customer satisfaction
Complaints and customer satisfaction
This page includes information on how we performed in 2010/11 and how we are performing in 2011/12 so far.
We are constantly learning from your complaints and improving our services as a result. And, every month we monitor your satisfaction with our services to ensure we deliver our services to a high standard.
2010/11 performance
The document below summarises how we performed when responding to complaints in 2010/11 and includes information on
- How satisfied you were with how we handled your complaint
- Whether we responded to your complaint on time
- And the number of complaints we received
Complaints performance for 2010/11
Improving our service from your complaints
When you complain to us we use it as an opportunity to learn where we can make improvements to our services. Some of the improvements we have made recently include:
- We received a number of complaints about the condition of properties that residents have recently moved in to.
Our improvement: There is now one surveyor who post inspects properties before residents move in to ensure that properties meet the required standard. - We have received complaints from residents who were expecting further work to be carried out to their property - following repair works - which has not happened.
Our improvement: We have reminded all our repairs technicians to report to our scheduling team - who organise the repair jobs - when further works are required so that the scheduling team can organise the work. Managers in our repairs teams are monitoring technicians PDAs - the handheld systems they use to record the work they've completed - to ensure all further work is picked up.
We will be adding further improvements to these pages over the coming months.
follow us on twitter 
join us on facebook