Listening and learning from you: Customer Connect Hub

In April, we launched our second phase of the Customer Connect Hub to provide a proactive call service, where we ring you before you need to ring us so that we can make sure you are satisfied with the services we deliver. 

Listening and learning…

You said in tenant satisfaction surveys that you are not always happy with the standard of repairs carried out and need to contact us to report unresolved repairs. This negatively impacts your overall satisfaction and perception of our services. 

The tenant satisfaction surveys also say that in some cases the service we have provided was good, but it could be improved by removing the need for you to contact the Customer Connect Hub following works being done for an update or to rebook follow on repairs. 

Acting upon your feedback…

We listened and have attempted 870 outbound calls to reduce this. We plan to make even more calls as we learn and start to understand more ways in which we can make your experience better. 

We have started calls for tenants with: 

  • Multi-trade jobs such as plastering and joinery due to start in the next week. We check the job and confirm its what you’re were expecting, and that you are ready for the works to start. If there is something wrong or the appointment needs rearranging, we will do this for you. 
  • Recent damp work. We make contact 6 and 7 weeks following your damp repair being completed. We want to understand if the damp has been resolved or whether further work is needed. If not, we will raise a new damp inspection or raise new repairs. 
  • Jobs that our contractor Liberty have attended and haven’t been able to gain access to your home. We will work with you to rearrange a more suitable appointment date. 

We know we don’t always get it right, but what we do know is that we want to improve and get better by providing customer focused and equitable services. 

Making calls to offer support before you need to call is another step in improving the services you receive, making sure you are satisfied with our services and putting you at the centre of everything we do. 

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