Using your feedback | Latest news and updates

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Using your feedback

When the country first went into lockdown last spring, we knew we were going to have to make some changes to the way we delivered some of our services. What mattered to us was making sure we maintained the same high standards we always aim for, even if we needed to work a little differently.

After you contact us, we often send a text message or email asking for feedback on how we did, and we continued to ask for your views throughout the Covid-19 crisis. Your scores have told us you were happier with the service you received this year than ever before! You’ve shared some fantastic comments with us about how we’ve helped with Coronavirus-related problems as well as delivering our usual services:

“Helped me massively during the pandemic and before. When I lost my job and my cooker broke right before Christmas CKH replaced it with a new one that took the stress away for me mentally and financially, I’m very grateful.”

“The gentleman who carried out repair was knowledgeable and followed COVID rules and wore protection throughout and even took off his shoes on entering.”

“I called in to set up my Direct Debit for my rent and spoke to Emma. She was really helpful, friendly and efficient.”

You said, we did 

You also told us when we didn’t meet your expectations. Using your comments, we’ve made some changes to improve the service we offer.

You said: You don’t always know what’s happening with your repairs when the work needs to take place over more than one day.

We did: We’ve worked with Mears to improve the communication they offer you. We’ve also agreed to step in to help make sure residents are always up to date if it looks like the right information isn’t being passed on.


You said: You were disappointed to move into a new home without heating and hot water.

We did: We agreed a new process for how we get our homes ready for new residents to move into, that includes making sure everything is ready from the day you get the keys.

You said: You’d spoken to us to create a Direct Debit, but the payment wasn’t set up.

We did: We found that IT gremlins can stop Direct Debits being set up properly, so now our team double check everything to make sure the first payment happens on time

Please continue to share your feedback with us! It's really easy to complete our short satisfaction surveys or let us know how we're doing next time you talk to us. 
There are opportunities for you to get more involved too - we're currently recruiting members for our scrutiny panel. Find out more about joining the scrutiny panel.