Here are some of the changes we have made in response to complaints and feedback over the last year.
Subsidence insurance claims
Customers told us they felt as though they were out of the loop in what can sometimes be a lengthy process. They told us this led to them feeling frustrated and as though nothing was getting done. After reviewing this process, we agreed that more could be done to ensure our customers are regularly updated with the steps of their insurance claim.
We've started a new process which takes into account what's most important to the customers going through this. We now have dedicated people at Futures to monitor and track the insurance claim, as well as customer liaison officers who will work with the customer and provide more regular updates. These two teams meet regularly and there is frequent communication with the insurance company to ensure progress is tracked, but most importantly, to make sure customers are kept in the loop.
Plastering works
There’s been some confusion from customers expecting our operatives to start the plastering works on the first visit, when this initial visit is just to inspect what work needs to be done. We’ve updated guidance for our customer service team, so going forwards this will be clearly explained to customers. The operatives will also take clear before and after photos of the works, so we have these on record.
Window replacements
We’ve produced a new card that operatives will hand to customers when we come to measure windows that need to be replaced. This is because customers weren’t always aware they needed to have already cleared the area around the window before the operatives come to replace them. Click here to view a copy of the window replacement information card.
Our colleagues should already be using shoe covers, but this has been reinforced as part of the specification for each job, and we’re also working on a reminder popping up on the mobiles/tablets our operatives use.
Kitchen and bathroom planned works
We found it could be made clearer to customers what we need them to do and which contractors were doing what, when their kitchen or bathrooms were being replaced. For example, who removes the items and who is responsible for each bit. We’ve now updated guidance for our customer service team so we can clearly explain to customers what they need to do and what will happen.
Repairs process review
We are reviewing our repair process to ensure a seamless experience for our customers when reporting and completing repairs. This includes improving communication with customers to keep them informed about the progress of their repairs. We will also evaluate the work carried out by our contractors as part of this review.
Customer services transformation
We have started a major piece of work to fully review and transform our customer service processes. We want to enhance the experience for our customers when they reach out to us. This includes improving how we handle each interaction and ensuring clear communication about the progress of customer enquiries that require multiple steps. As part of this transformation, we are also reviewing our complaints process, identifying common themes, and taking actions to address them effectively. These insights will be integrated into our ongoing work around continuous improvement.
Customer experience evaluation
We are also reviewing all the feedback we receive from our customers, and we want to ensure that we capture all your valuable input. Our Customer Insight Committee will carefully examine the feedback we currently gather, including both formal and informal responses. Their goal is to identify any areas where we may be missing important feedback and provide informed suggestions on how we can improve our data collection process to bridge those gaps. Your feedback plays a crucial role in helping us enhance our services, so we truly appreciate your participation.
