We use this feedback to drive our improvement plans, influence decision-making and our priorities, and enable our customers to know how we’re performing. We’ve already started to use the feedback and performance measures to make improvements to how we work. We’re linking these results to our learning from complaints and other customer feedback and prioritising areas for improvement as a result.
Anti-social behaviour
We’ve identified from this satisfaction data, customer feedback, and complaints, that our handling of anti-social behaviour (ASB) is an area we need to improve. This year we’ve reviewed our policies for handling ASB and neighbourhood concerns, listening to customers and their feedback, and have developed an improvement action plan to strengthen our approach to preventing, managing, and tackling ASB. In 2024, we’re prioritising the delivery of these improvements to make sure we’re providing prompt and appropriate action in all cases.
Complaints
This year, we’ve carried out training with employees about the importance of a thorough investigation whilst putting things right quickly once a complaint is received. We’ve strengthened our Customer Feedback Team by creating four new positions to improve how quickly complaints are dealt with, and to make sure we learn from complaints and improve services in the areas most important to customers.
Our work in communal spaces
We understand the importance of communal spaces to our customers, which is why we’re already working to improve our services. We’ve launched a review of how we capture issues when we’re in local neighbourhoods and then make sure swift action is taken. We’re also improving our contractor management when external companies maintain areas on our behalf, and this includes services such as grounds maintenance and communal cleaning.
Listening and acting
Ensuring we’re continually hearing our customers’ views and acting on their priorities is an essential part of our strategy. We’re continuing to implement our new Community Engagement and Investment Strategy which includes the launch of our Customer Voices groups. We’ve also launched a new monthly newsletter which gives more customers the opportunity to tell us what’s important and influence our decision-making.
LCHO (Homeowners)
We can see that shared owners’ satisfaction is lower than that of tenants. This year, we’ve been working with our shared owners and our leaseholders to improve how we work and share information about topics important to them through regular meetings and communication. We’ll continue to improve our services to homeowners over the coming year as we develop our online services and listen to their priorities as we improve how we work.
Next steps
We’re continuing with our survey in 2024/2025 using IFF Research and we’ll be analysing what customers tell us so we can see what’s working well and where we can do better. We welcome all customer involvement and feedback. We’ll also share more about our findings, along with the steps we’ve taken to deliver a better customer experience.
