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You said, we did

20 Oct 2010
Turning your complaints into improvements

We continue to learn a lot from tenants' complaints and improve the service.

Here are some examples of tenants complaints turning into ideas for improvements from the last three months.

You said We did
You wanted tenant representatives to help support vulnerable customers through the complaints process.  You wanted a choice between active tenants or Family Mosaic staff to help them. Recruit staff volunteers and train them. Recruited tenant volunteers who are being trained. The complete service will be launched early 2011.
Enquiries to our Customer Care Line (CCL) about Arrears were not being replied to by Incomes Team in a timely manner. Organise training for all Incomes staff for those enquiries that the CCL could not answer and had to be passed on.  The training was around a database that will allow them to review all relevant contacts to Family Mosaic via the CCL. This will give them a bigger picture of previous enquires, ensure they are all answered and help prevent unnecessary arrears letters going out.
There was a lack of response for major repair problems that occur after hours where entire resident blocks are affected. Introduce a 24 emergency rota of senior staff in our repairs department who can be contacted to respond rapidly to unexpected events.
You wanted our parking contractors to show a more consistent approach to responses to parking restrictions on our properties. Decide to appoint one parking contractor for all of our properties who will provide a consistent response when it comes to applying parking fines.  We are currently working on who to appoint and a new policy following the government’s decision to remove clamping capabilities from our contractors.  This will be introduced in 2011.
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