Listening and learning from you: Online website forms
We’ve recently held a focus group to listen and learn from you about your experience using our online website forms.
The focus group was a meeting with tenants who reviewed our online website forms for anti-social behaviour, rent, repairs and complaints.
Tenants tested the pages, and forms, gave feedback on what we can do to make improvements to the way you contact us. They recommended 14 changes that will positively impact your satisfaction when contacting us using the online website forms.
Here’s some of the ways we have listened, learned and acted upon your feedback:
You Said…
We listened and…
You would like to be able to contact us using WhatsApp.
We are currently exploring this as a contact us option.
There isn’t a clear way for you to get in touch about home improvements and adaptations.
We are developing a new online website form that you can complete when you have an enquiry that will go direct to the Home Improvements and Adaptations Team.
It needs to be clearer when uploading photos to the repairs reporter online form, what you can and can’t upload when submitting photos of your repair.
We have now made it clear on the section where you upload your photos on the repairs reporter form, what size and file type your image needs to be.
There isn’t an option to click stop tap as a repair on the repairs reporter form.
This has now been added as an option you can select when you book your repair.
When choosing a time for my repair, you have to click every time box – there isn’t an option to select all if you are available all day, everyday.
We have now added this as an option when you select a time.
When I book a repair, before I click submit it says some repairs are rechargeable but it doesn’t quite make sense.
We have made this information much clearer for you to understand.
The repairs reporter form asks for your personal details twice, which is overwhelming and unnecessary. It should only apply if you’re completing the form on someone else’s behalf.
We have now created an option where you can select ‘I am the tenant’. This will make sure you only need to complete your personal details once.
When you complete the complaints online form, you can only select one contact option, but some tenants may have multiple ways they would like to be contacted.
We’ve made it possible so that you can select multiple ways you would like to be contacted on the complaints online form.
There is a lot of information on the anti-social behaviour and rent page, and this makes it difficult to navigate the pages.
We are currently in the process of improving both pages, so that they are more user friendly and less overwhelming.
You would like to get an automated response when you complete the anti-social behaviour online form. You would like information about how long it will take for someone to get back in touch.
When you complete and submit a form, you will get an email confirming we’ve received it and information about how long it will take for someone to get back in touch with you.
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 sure you are satisfied and putting you at the centre of everything we do.
If you would like to see other ways we have listened and learned and acted upon your feedback click here.
If you would like to get involved and work with us to make positive changes to our services, click here.
