How we’ve
performed for you
2014/15
Your involvement
Over the last 12 months you’ve sent us over 4,500 completed
surveys and 979 messages of feedback through Facebook and
Twitter. This information is vitally important as it not only helps us
improve services but it also informs us what services we need to
develop to help you get the best out of life in the future. So a big
thank you to all of you who got involved.
To take a look at what you told us overall last year, click
here
As promised, over the past year we’ve worked hard
to give you more ways of getting in touch. It’s now
possible to give us your feedback by phone, post,
email, social media, text message or via the website.
You can find out how here
We’ve also tried to keep you more informed about
how we’re using your feedback to improve services.
Every three months we now publish an overview of the
feedback you’ve given us, along with an update on the
key issues you’ve raised and how we’re aiming to fix
them. You can find out more here
Over the last 12 months our website has received a
makeover and we’ve tried to make it much simpler for
you to use. We’ve added lots of video content which
we hope has helped you with some hints and tips on
maintaining your home.
More of you are going online and we know that many
of you use smart phones to access services, so over the
next year we will be making our website friendlier by
introducing a mobile site that will make it even easier
for you to request repairs, track progress and see
where you are with your rent account.
Whilst we have seen an improvement in our
communications around repairs and MOTs, we
recognise this as an area we want to get even better
at this year. With this is mind, we’ll be making a
considerable investment in our systems and training of
colleagues to see further improvements.
CLICK TO
SEE OUR
HOW TO
VIDEOS
How have we done?
WHAT WE SAID
HOW WE DID
ACHIEVED
80% of your enquiries will be resolved
first time when you contact us.
79% of your enquiries were resolved right
first time and we are continuing to identify
how we can better our colleagues skills to
improve this further.
We aim to increase the number of times
our website is visited year-on-year.
We have seen a 9.7% increase in the
number of visits to our website in the last
year. This allows you access to some of our
services 24/7.
Complaints
Overall, a total of 657 service issues became complaints this year. Whilst this is a slight increase on previous
years, this was due to an increase in complaints about our former gas contractor - during the past 12 months
they accounted for 32% (210) of complaints. As a result of this we’ve ended our relationship with this
provider and contracted a new provider to deliver the service.
The majority of complaints were resolved informally either immediately or were progressed in a different way.
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CUSTOMER ANNUAL REVIEW 2015
CUSTOMER ANNUAL REVIEW 2015
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