We're upgrading how we listen to you.
Last summer we told you about a programme of work our newly formed customer experience team were undertaking to improve the service we offer our residents.
One of the projects they were working on was to replace our old transactional surveying tool with a new insight platform, allowing us to better understand your customer experience when interacting with us and more importantly enable us to act in response when you tell us the service you received was poor.
After we handle some of your requests made through My Account, return your calls or visit you in your home, you might receive a short survey. The survey will be quick and easy to fill out and your responses will directly influence how we improve our services.
It takes just seconds to complete but makes a lasting difference in the quality of service you receive. Our commitment to you is that we will listen to your feedback, learn from your experiences, and act on your suggestions.
We’ve also recently rolled out the dashboards that our staff will now use to keep tabs on what you tell us. These will help our managers oversee the service their staff and contractors offer you as residents. When something has gone wrong, we will do our best to put it right.
If you receive one of the surveys after an interaction or experience with us, please do take the time to respond with honest feedback about how your enquiry was managed.
You will receive the survey either by SMS or email, depending on the interaction. If you have a hotmail or outlook email and don’t receive an SMS survey after dealing with us, please check your junk email inbox as our survey may have been delivered there.
Thanks in advance for helping us improve our service to you.
