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You said, we listened

Recent customer led improvements

Some of the recent changes we’ve made based on the feedback of customers are:

 

Service charges

 

You said

You would like information relating to the service charge costings to be displayed in more simple terms.

          We listened

Going forward, we will present the last year’s service charge costs with a variance figure along with the 2022/2023 cost. 

 

You said

You would like the service charge booklet to be accessible, for people who have a disability, and that we should advertise this format. 

          We listened

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

 

You said

Delivery companies were leaving parcels unsecured at Grafton, Pickford, Empress and Circle Courts. 

          We listened

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. 

 

Independent living

 

You said

Some customers are not aware that if their neck cord breaks, they can request a new one.  

          We listened

And responded by updating the installation checklist to inform customers that if a neck cord breaks, we can send a replacement cord in the post, free of charge. 

 

Damp, mould and condensation

 

You said

We needed to communicate better when you reported damp or mould and when you had no heating or hot water and resolve the issue quickly.

          We listened

After carrying out a deep dive, we developed improvement plans which include a review of all damp related issues every 3 months, prioritising vulnerable customers, daily contact with customers, reporting no heat or hot water and temporary heating. Furthermore, we're renewing the boiler after 5 days and reviewing the information we provide on damp and condensation.   

 

Customer service

 

You said

You had to wait for someone to call you back too often and would prefer your query to be answered on the first call. 

          We listened

And reviewed customer callbacks made by the Neighbourhood Teams. We also carried out some training and process improvements to enable the Customer Service Advisors to deal with your call more often rather than passing it on to the Neighbourhood Team. 

 

Rent payments

 

You said

You were dissatisfied because you received a warning letter when a clerical error at the bank meant your cheque bounced.

          We listened

And changed the process to contact customers when a cheque bounced before sending a warning letter.

 

Moving home

 

You said

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 listened

We changed the New Customer Welcome Pack to include information on items that are gifted and added a disclaimer.

 

View previous improvements.