You Said, We Did
Lessons learnt from your feedback
"You said, We did" is about making clear how we have learned from the complaints and comments received, and how services are being improved as a result of your feedback.
Here are some of the things that your feedback has helped to change and improve:
We need to be clear about the use of parking bays on estates.
We consulted residents and have put in place an estate agreement that clarifies the use of parking. We are now working up similar agreements with residents on other estates with communal parking areas.
Some residents received letters which included the name of deceased relatives who were joint residents.
The process for altering tenancies when you inform us about the death of a resident was reviewed to ensure we deal with this matter speedily and sensitively.
When we owed you a refund we were taking our time in getting it back to you.
The process for refunding rent was reviewed between two departments, and this has resulted in refunds being processed much quicker.
You were not getting feedback from us as we had promised.
We looked into why we couldn’t answer your concern in the first place. As a result we updated our website with more useful information, so you can directly access the matters that concern you.
We also provided you with online access to your rent account.
We spoke to our staff not to make promises we cannot keep and to keep the promises we make. Now when you contact us, we will make clear how you can obtain feedback from us and agree with you a reasonable response date for feedback.