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Learning from you

We value your complaints and as a result of your feedback we have made the following changes to our services in the last three months;

• Guidance is to be issued to estate teams regarding public liability insurance, it's purpose and when residents can claim through it. Furthermore, teams will also be advised on how to complete the claims form on behalf of residents.
• A new procedure has been put in place for call centre staff in case residents report problems with their cyclo meter. Arrangements are also being put in place so that we have more than one member of staff who can arrange appointments with EDF.
• Several stage 2 complaints have recently been raised as a result of stage 1 complaints not being responded to in time due to a response required from more than one team. We will ensure teams take ownership of stage 1 complaints by improving coordination of responses so that these complaints are answered on time.