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Our performance

We’re committed to delivering great services that meet your expectations. We are always looking to improve, so we monitor your feedback carefully to make sure we know what we do well and where we should work to get better.




Listening to you

We love getting feedback, whether good or bad. In 2019/20, we received 5,221 pieces of feedback from our customers – which we’ve used to identify areas where improvement is needed and continue to increase satisfaction levels.

The transparency of our service is really important to us. That’s why, in Autumn 2019, we created a new feedback page on our website where you can see an up-to-date report on how we are performing, including customer testimonials and easy-to-read statistics.

It also includes a ‘You said, we did’ section, which allows you to find out about changes we’ve made in response to your feedback. The page is updated regularly, so you can see how we use your feedback and how we are performing in real-time.

To make sure that problems are resolved as quickly as possible, we also simplified our complaints process. It now has only two stages instead of three and we have also cut the number of days we take to respond to complaints.


New ways to tell us what you think

Throughout 2019/20 we surveyed customers about our feedback process and how we could deal with complaints more quickly. With the findings, we began work to move to a new digital feedback system. Using the Feefo platform, we have created a more streamlined service to gather your feedback, saving you time and allowing us to respond in real-time. It will be going live during 2020.

Dealing with the coronavirus pandemic

Like all businesses, we had to make significant and rapid changes to how we operate and deliver services in response to the coronavirus pandemic. Our top priority at all times is the safety and wellbeing of our customers, staff and communities.

In the early stages of the coronavirus lockdown, the regulations required us to close our office and our community hubs, while limiting our services to essential and emergency works only. Once the government guidance allowed us to, we started to provide less urgent services again – making sure we had put in place thorough safety measures to minimise the risk of infection.

We offered support to customers throughout the crisis, especially to our most vulnerable residents and those affected by coronavirus. In particular, our Tenancy Support team stepped up its services to assist people who had been hit financially, providing guidance and helping them to manage their rent payments and apply for Universal Credit.

We set up a dedicated welfare fund, offering grants to customers for a range of emergency situations, such as the replacement of essential household items and funeral expenses for people who had lost family members. We also supported local charities and community groups who helped people impacted by the pandemic, with grant funding from our Community Development Fund.