Some customers told us it took too long to

complete their plastering work and

repairs to their gutters.

We have employed additional operatives for the winter period so we can complete these kind of repairs

more quickly

Some customers said they find the manual

explaining how to use everything in their

new home too complicated.

We now issue a shorter, simplified mini-guide which highlights

the key facts customers may need about their

new home.

Some customers felt it was unfair that some people were able to

have a say in the plans for work taking place outside their home,

and others were not. We have changed the process for reviewing

planned works so that it is consistent for all customers

involved.  This is a more flexible approach and this will be used throughout next year's schemes.

Some customers said that the person phoning

them to speak about their rent account was

not able to set up a direct debit over the

phone. Sometimes we use volunteers from other teams to help  the rents and income team make

calls to customers during evenings and weekends. We now provide training on direct

debits to 100% of these volunteers.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

Some customers were not happy with the level of service

provided by the contractor we used to clean some of our low

rise blocks. We have passed these comments to the contractor

so that they can improve their service. We will keep asking you how they are

doing through our satisfaction surveys.

Some customers on our High Rise

Programmes felt that there was a lack of

communication regarding overall works and works in individual

properties. We now run a weekly

surgery for the duration of the internal works in your home. You can either drop

in or book an appointment to speak to a City West

member of staff face to face about the works.

Some customers felt that they wanted more support  at the initial visit explaining what

works would take place in their home.

Your Neighbourhood Officer now attends the face-to-face meeting with you alongside the Investment Team before

works start. This visit identifies any additional services or

support you might need, e.g. help with your move or money

advice.

Our contractor received a high number of call-outs relating to the setting up of customers’ new TVs and boilers. Some customers said the guidance we provided was not sufficient for them to be able to do

this themselves. Our new Home User Guide

includes further instructions on how to set-up the equipment.

We have since seen a significant drop in defects and have reduced call-out costs for

new customers.