Survey updates

We’ve taken the following recommendations from customers from the survey. You can also read how we’re implementing these recommendations and monitor the progress:


Recommendation:

 Our comments: Progress:
Customers would use a live chat if it was available.
 We’re exploring digital services to enable access to a live chat function for our customers.
 In progress.
Many customers would like us to introduce an app to access a wide range of services.

We don’t currently offer an app, however, an introduction to more digital services mentioned in customer feedback has begun (please see below):

  • MyAccount can already be accessed to check rent accounts/balances and make payments.
  • We aim to introduce several new digital offers, such as a new web form.
Update MyAccount to enable customers to monitor and update their own ASB cases. This would include updates from the ASB Team and Housing Officers that can be viewed by customers.
 In progress.
Over half of customers believe the response timescale for enquiries should be 24 to 48 hours.
 We aim to respond to all customers as soon as possible. We know that our response rates aren’t where we would like them to be, and we’re working to improve services across the business.
 In progress.
The extension of office hours (opening earlier/later/weekends)
 We’re currently assessing the opportunity to keep our phone lines open later in the evening.
 In progress.
Introduce feedback surveys following contact with the Customer Service Team.
 We’re looking to introduce a survey to customers following a call into Customer Services.
 In progress.
Improve call wait times.

There are several ways that the call wait times are currently being improved:

  • New, improved options on our phone lines to make it easier for customers to select the correct option.
Introducing dedicated phone lines for emergency repairs, our Lettings Team, and soon our ASB Team to look to help ease call wait times.
 In progress.
Customers would like to report their complaint directly to the Complaints Team.
 Direct phone lines to many different departments are being reviewed.
 In progress.
Improve customers' knowledge of who their Housing Officer is.
 Knowing who your Housing Officer is, the role they play and the way they can support customers is vital. We’re currently exploring how we can improve communication between Housing Officers and customers.
In progress.