1. You told us that sometimes you are unclear on what will happen next to resolve your case. We have provided additional training to staff to make sure that the stages of the case are explained clearly from the start and you are kept informed about what will happen next.

2. You told us that Youth anti-social behaviour and gangs are a particular issue in some neighbourhoods. We have delivered a number of projects aimed at young people (such as Change Your Choices and Enthusiasm For Life) to prevent anti-social behaviour in our neighbourhoods.

3. You told us that we haven’t always taken your needs (eg. due to disorders such as Autism) into account when responding to anti-social behaviour complaints. We are working with our partners in the local health service to better understand how we can tailor our approach to meet our customers needs.

4. You told us that complaints aren’t always handled consistently. It can depend on which person you speak to whether your complaint is logged on the system straight away. We have provided refresher training to all front line staff to ensure that complaints are handled consistently and that all staff are aware of the process.

5. My boiler was isolated after a breakdown (or service) but I wasn’t told what was going to happen next. Now we ask our gas contractor to let us know every time they have to isolate a boiler so that we can phone you to make sure you know what is going to happen next.

6. You told us that when you reported a problem to the contractor doing work on your boiler, it took longer than you would have liked to get it sorted. We have updated our issue log process so that issues are managed more quickly and any problems the contract can’t solve are sent to City West sooner.

7. You said that your new property was not as clean as you had hoped. We have introduced a more thorough cleaning process when properties are empty in response to your feedback.

8. You said that it took too long for the property to be ready for you to move into. To make sure that you can move in as soon as possible, we now do any non essential repairs before you move in.

9. You said that it is unclear how many visits are required when you made an appointment. We have provided a script to planners so staff can explain to customers more clearly how and when appointments will be completed. This is also given to operatives so they can answer queries while completing repairs at a customers property.

10. Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. You told us that there was a problem with dog fouling in the area around Wade. We have sent a mailshot to all customers in Wade House to identify any pet owners so we can address the issue with them directly.

11. Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. You told us that you do not feel the cleaning service in Wade meets their expectations. We have made some staffing changes to improve standards and consistency in the way the block is cleaned. We are also doing weekly spot checks to make sure that standards are maintained.

12. Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. You told us that you are concerned about the way that some residents are disposing of their refuse in the recycling room at Wade. As part of the new tenant visits, we are taking the opportunity to remind customers of the different ways to recycle and dispose of their domestic waste.

13. Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. You have told us that you are aware of the recycling facilities in your block but that some people aren’t using it. We are working with Salford City Council to raise awareness of the recycling facilities available and make sure that our customers are informed about the different ways to recycle and dispose of their domestic waste.

14. Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. You told us that some of your blocks have a bigger problem with refuse and recycling than others. We have identified where these blocks are using intelligence including satisfaction feedback and this is helping us to target our efforts to specific blocks and areas.

15. Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. You told us that some of the cleaning fluids that are being used leave an unpleasant smell after the cleaning is done. We have been testing some new cleaning products and have now changed those we use. This includes products that will actually give off a more pleasant smell if something is spilled on them.

16. . You said that development work is creating issues with the parking at Barton Village. We have arranged for restrictions to be lifted on a nearby street so that local residents can park for free until the works are finished.

17. . You said that the footpath to the Community Hub has been partially blocked during the works and so doesn’t provide good access. We have paid for a new footpath to be installed whilst the work continues.

18. I find my rent statement a bit confusing especially the way it is laid out. We have improved our rent statements to make them clearer to read. You will see this change when you receive your next statement.