Recent customer led improvements
Some of the recent changes we’ve made based on the feedback of customers are:
You would like information relating to the service charge costings to be displayed in more simple terms.
Going forward, we will present the last year’s service charge costs with a variance figure along with the 2022/2023 cost.
You would like the service charge booklet to be accessible, for people who have a disability, and that we should advertise this format.
From now on, a double-page accessibility statement will be included in the booklet highlighting the various formats available. We will provide large font booklets or PDF format booklets that can be translated into an audiobook for people who have a visual impairment.
High rise accommodation
Delivery companies were leaving parcels unsecured at Grafton, Pickford, Empress and Circle Courts.
We wrote a letter to Amazon, Yodel and DPD highlighting that they are breaching fire regulations by leaving the parcels in the incorrect place and advised them of the correct safe places to store parcels.
You were dissatisfied because you received a warning letter when a clerical error at the bank meant your cheque bounced.
And changed the process to contact customers when a cheque bounced before sending a warning letter.
You were dissatisfied because you were unaware that THT would not maintain the laminate floor that was “gifted” to you when you moved in.
We changed the New Customer Welcome Pack to include information on items that are gifted and added a disclaimer.