Improving our services
Here are just a few of the many examples of how the things you tell us lead to improved services for all of our customers.
Letting our empty homes
Customers joined us to discuss our future lettings process and we asked them to share their experience of moving into their home. Feedback highlighted opportunities to improve communication, access to information and the quality of homes.
To improve the lettings process, we have made changes to:
- Simplify and digitise forms for easier customer access
- Develop self-service options
- Create more personalised approaches to support customer accessibility.
How we manage your neighbourhoods
Involved customers reviewed our current neighbourhood management policy and we made some changes as a result:
- Edited the policy so it’s as easy to read as possible, whilst keeping the relevant legislation
- Added clearer wording about items left in communal areas
- Amended the wording to outline who is responsible for waste and recycling bins.
MyAster
We've carried out several improvements to our processes and one of them was looking at our garages applications.
This included work from our Digital Consultation Group who helped us to test a garage application and notice form for MyAster.
Several members of the group tested the form to ensure it worked as expected for them, that it clearly explained what was needed and what happens next, and that they were able to submit the form without any issues.
This feedback was extremely helpful, enabling us to launch the new feature into MyAster’s ‘Live’ system.
Improving our vulnerability policy
Involved customers reviewed our current vulnerability policy and we made some changes as
a result:
Made changes to make sure it is as easy to read as possible, whilst keeping the relevant legislation
Outlined how vulnerability may also be affected by protected characteristics under the Equality Act 2010
Explained where vulnerability information will be captured for customers more clearly.
Customer Annual Report
More than 150 customers shared their thoughts on last year’s Customer Annual Report.
Here’s what you told us and the changes you can see in this report as a result:
We’re always keen to hear your feedback, so please do get in touch with your thoughts on this year’s report.
You said: You’re interested in hearing more about our environmental and sustainability work.
We have: Shared more updates on environmental and sustainability initiatives.
You said: You’d like more information about our support for shared owners and leaseholders.
We have: Improved the accessibility of the homeownership section and shared more about the TSM results.
You said: Some parts of the report felt complex or full of jargon, while others felt overly simplistic.
We have: Published a version written in plain English that is clear, informative and respectable of every reader's intelligence.
Find out more...
