We’re often asked how we’re listening to the views of customers and acting on them.
So, each month, we’re speaking to our teams and asking: “how have you listened to customers and acted on their feedback?”
Then each month, we’ll publish our top 5 actions that have resulted directly from feedback, either from an individual or group of customers.
Check out the latest actions below and, in time, we’ll build up an archive so you can see everything we’ve done to react to customer feedback over time.
Here is an archive of our recent actions:
Making it easier than ever to “Have your say” – Customers told us it was difficult to navigate to and around the “Have your say” section of our website. So, we’ve totally refreshed the site, giving you three easy categories to choose from – Online, Local or National – showcasing all the ways you can become more involved and have your say on our services. Customers helped to design the new site too, you can visit it here.
Improving our complaints responses to you – We had feedback from our new customer complaint panel members that wording of our complaint response letters was not always as good as it could be. So, we’ve commissioned training for all our new complaints team on effective letter writing. For more information on complaints, click here.
Improving ASB services – Last year, our Riverside Customer Voice Scrutiny Panel carried out an investigation into our Anti-Social Behaviour (ASB) services which was designed to help us improve. As a result, this month we’ve started a programme of additional training for all our frontline housing teams on dealing with ASB complaints. To read more about our ASB services, click here.
More community events in Halton – In our consultation with customers on the neighbourhood plan for Murdishaw in Halton, customers said they wanted to see more community events in the area. So, together with Onward Homes who also own a lot of homes in the area, we supported a local Community Investment Company (CIC) with £30K of funding from our Community Fund to open the Tea Tree Café which has become a hub for a range of events. You read more about this initiative here.
Acting on your feedback in the rent and service charges consultation – As part of our rent and service charge consultation in November, several customers said that they wanted earlier notice of changes to rent and service charges. Others said they found the Annual Variation Notice (the letter you get providing your bill) confusing. As a result, we are now sending a leaflet to all customers to explain our Annual Variation Notice that arrives in mid-February and pre-warn customers of the changes they can expect and explain more about our letter, you can view a copy of the letter here. To read more about payments rent and services charges click here.