Presentation on theme: "Some customers said they needed support with ongoing anti-social behaviour issues outside of office hours. We have given more guidance to the out of hours."— Presentation transcript:
Some customers said they needed support with ongoing anti-social behaviour issues outside of office hours. We have given more guidance to the out of hours service on how to deal with ongoing anti-social behaviour issues.
Some customers said we did not always meet the timescale we set to resolve a complaint about a repair. Officers inspecting the repair now phone the service centre from the customer’s home to order any required works.
Some customers said they could not move into their new home because of delays they had in arranging energy utilities to be connected. Where possible we now provide new customers with key and cards for utilities.
Some customers said they had to wait too long after they accepted a property before they could move in. We are agreeing with customers to complete some repairs after they move in. This means customers can move into their new homes more quickly.
Some customers commented on the poor condition of the property as left by the previous tenant. Our relaunched customer incentive scheme pays £150 to customers leaving their home in good condition.
Some customers said they did not get enough notice of cyclical maintenance works taking place and some issues took too long to resolve. We have introduced new Scheme Engagement Officers to work directly with customers and contractors in the early stages of cyclical maintenance works.
Customers said they did not always know what would happen next when they contacted us about their rent. The Income Team has been reminded to always tell customers making rent enquiries what will happen next. This is now the highest area of customer satisfaction for this service.
Some customers said they did not see the cleaning contractor in the communal areas of low rise flats where they lived. The cleaning contractor now logs in and out using an electronic monitoring system. This tells us when and for how long they were operating in the building.