How we have used your feedback to improve our services
Updated: 23 May 2012
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We are always trying to improve the service we deliver to our customers. One of the most effective ways we have of identifying improvements is by listening to your views and opinions.
Here are a few of the changes we have introduced as a result of your comments and feedback. Some of these changes have been implemented across the organisation and others were at district, local or estate level.
You said: We have issues within our estate with rubbish and fly tipping
Our response - We have introduced a programme of estate inspections in conjunction with local community groups and other statutory organisations.
You said: It is not always easy to remember when you have a Housing Executive appointment.
Our response - We have started to pilot a scheme where we send a text message prior to your appointment as a reminder of a maintenance or housing visit.
You said: We have to wait too long for the Housing Executive to get properties ready for new tenants on allocation
Our response - The local office introduced new systems and controls and reduced the length of time taken to relet a property significantly.
You said: Given the current economic climate and increased interest in locally grown produce, we would like allotments
Our response - We now have a number of projects underway to provide garden allotments.
You said: The time taken to process a Housing Benefit claim once all information has been received is too long
Our response - We reviewed how we processed Housing Benefit and made changes such as dedicated telephony units which have allowed us to meet your expectations on most occasions.
You said: Why do we get a number of letters asking for different pieces of information in relation to our Housing Benefit claim?
Our response - We streamlined the process and now ask for all information we need in one letter.
You said: We are not given enough clear information about the level of disruption, the length of time and who is responsible for what during a kitchen scheme
Our response - We developed a booklet which is tailored to each individual scheme. This is issued to all tenants in each scheme and includes relevant contact details.
If you have any comments or suggestions on how we can improve the service we deliver to you please contact your local office on 03448 920900 or visit our feedback page.
