You Said, We Did
The feedback we receive from tenants and factored home owners is analysed to help us understand what we do well and where we can improve.
We are always keen to improve the service that we provide. We have provided some examples below of the feedback that we have received and how it has been used to ensure that we can make positive changes to our service delivery.
You can see the steps we took to change the following complaints.
- You said
- We did
- We learned
1. You said…
You were unhappy with the length of time it took for repairs to be conducted on properties.
Phoned the tenant to apologise for any delays in work taking place and organised a phone call from the contractor to the tenant to organize a day for repairs to be carried out.
That we need to ensure all staff are returning phone calls to tenants when promised
2. You said…
You were unhappy with the way contractors handled your satellite dish when erecting scaffolding
We did…
We spoke to the tenant and the contractor and made sure to prioritize fixing the satellite dish
We learned…
That we should be aware of satellite dishes so that we can consider repositioning them temporarily when erecting scaffolding
3. You said…
A tenant was unhappy that her belongings had been removed from the close by the maintenance team.
We did…
We investigated the claim and confirmed this to be the case. A further investigation was conducted to check if letters had been sent to the tenant in advance. Due to reasonable doubt the tenant was compensated for the oversight.
We learned…
That we must ensure that tenants are given the appropriate notice of maintenance and close cleaning so that situations like this do not occur in the future.
4. You Said…
A tenant raised concerns that a bin wasn’t taken out for collection.
We did…
The housing officer contacted the contractor immediately to ensure that the bin was emptied and returned to the bin shed by the end of the working day.
5. You Said…
You were unhappy with water penetration into your property
We did…
We investigated the structural integrity of the building to ensure we treat the cause of the problem not just a symptom of it. We also ensured high levels of communication and the tenant was left happy and satisfied with the outcome.
