Housing Quality Network (HQN) gave us some great recommendations on where we should make improvements to make sure we’re delivering the best service to our customers. These included:

·         Making sure that we continue to collect Customer Insight information so we can tailor our services to customers. Like many organisations we are keen to improve how we deliver our services to our customers’ specific needs and requirements. To help us do this, we launched our Customer Insight project over 12 months ago where we asked our customers for a range of personal information. We are keen to obtain as much information as possible so that we can use it to improve services in the future for your benefit. We have used the information we have collected so far to:-

-          Identify customers with disabilities so we are able to offer adaptation assistance.

-          Send out information in large print or other languages.

-          Work towards ensuring that involved customers properly represent our customer population.

Please be reassured that this information is recorded securely and kept confidential. If you have not already provided us with this information and are happy to do so, please contact our Customer Service Centre on 0845 605 9000 Monday to Saturday 8 a.m. to 8 p.m.

·         Introduce specific service standards for Estate Services to let customers know what level of service they can expect from us. These are currently being developed with our customers, so look out for these soon.

·         Make sure we share more value for money information with our customers, including how this has improved our services. We’re currently looking for customers to help us prepare this information in a way that’s customer friendly, so if you’re interested, please let us know.

·         To look at servicing and testing smoke alarms and carbon monoxide detectors when we are carrying out gas servicing.  We think this is a great suggestion and will mean that you can get extra value from this service. So from February 2010 we will also test smoke alarms and Carbon Monoxide detectors at the same time as the gas service.

Related Links:

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What we do well

page last updated 25.02.10