Digital projects
We held two focus groups so customers could tell us what they’d like to see included on new digital solutions.
The sessions helped us understand what information they’d like us to include.
You can see the feedback we gathered, along with how we’re processing it, in the news feed below.
We held two focus groups so customers could tell us what they’d like to see included on new digital solutions.
The sessions helped us understand what information they’d like us to include.
You can see the feedback we gathered, along with how we’re processing it, in the news feed below.
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Survey update -repairs
We recognise that customers can’t currently report their repairs online.
Due to this, we’ve been looking at what we can do to make the reporting of non-urgent repairs easier and more accessible for all our customers.
We held a focus group to ask customers what they thought should be included in a new online repair reporting form.
You can see what customers told us, and what we’re doing with that feedback, in the progress tracker below.
Recommendation
LG comments
RAG
To include a text box so a customer can explain if they have any special circumstances.
We agree this would be included.
In progress
To include a reference number in a confirmation email that tallies with the job number.
We'll explore if we can include a reference number in the email.
To ensure customers can use translation applications to be able to understand the forms if English isn’t their first language.
Auto translation can be accessed via the accessibility and translation options at the top left of the page. Any page on the website can be translated by this tool.
We’re looking to make it clearer by adding wording alongside the icons.
In progress
To be able to complete a drop down for which room the repair is in.
We’ll look at whether this can be added to the form.
In progress
Repairs reported on the form should receive the same priority as repairs taken over the phone.
Absolutely, the repair will be raised within two working days.
In progress
The form should be accessible on all digital devices.
The form can be accessed on all platforms and any kind of digital device that can access the internet.
In progress
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Survey update - Ground maintenance
We held a focus group so customers could tell us what they’d like to see included on a new grounds maintenance microsite.
The session helped us understand how this site could benefit customers and what information they’d like it to include.
You can see the feedback we gathered, along with how we’re processing it, in the tracker below.
Recommendation
LG comments
RAG
The micro site should include the date of the last visit.
This is something we would definitely incorporate on the micro site
In progress
It should make it clear the week commencing for the next visit.
This would be advisable as factors such as weather, vehicle break down etc could delay a visit.
In progress
The micro site should advise customers to contact LG about any issues relating to trees.
We’ll include this on our website.
N/A
Photographs of the completed work should be available.
The system doesn’t allow for this.
Not possible
Images of the van and who the contractors are.
The system doesn’t allow for this.
Not possible.
To be able to report issues through the micro-site to cut out the need to use ‘talk to us’ emails.
LG wouldn’t advise this as we won’t be able to identify trends, on-going issues etc. To be able to manage the contracts, we need to know the issues.
Not possible
Customers would prefer to have the site hosted on the LG website.
Will need to speak with the LG IT team, but cannot see this being an issue.
In progress
Preference is to select the contractor name and customer postcode rather than region or scheme name.
You’ll be asked to enter your post code to locate your scheme address.
In progress
Who's Listening
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Customer Engagement Officer
