You Said, We Did

We asked all our customers to give us your views on the issues that matter most to you. This feedback will help us to shape the next corporate plan to allow us to provide the services that you have highlighted as a priority through this consultation.

In addition to this it was an opportunity for our customers to highlight any concerns or issues that they were currently experiencing. This has provided an opportunity for us to have direct interactions with the customer to address any issues.

September

Customers reviewed our Anti-Social Behaviour Policy and as a direct result changes have been made to make the language more tenant friendly. The policy has also added a new Accessibility Statement.

In an earlier consultation, most customers told us that the preferred contact method was by telephone. As a result, we have now provided a freephone number if you need to contact us.

Occasionally, we don’t always get things right. Where we have resolved complaints we look at lessons learned to improve our service. 

We met with the systems and applications team to review the complaints and reporting process. We have agreed a number of changes that will improve the case management process. 

Customers reviewed our service charge policy and as a direct result changes have been made to make the language more tenant-friendly 

We consulted with tenants in our over 55 schemes to understand the current Warden Call system. The feedback we received influenced our decision to install new digital systems and award a contract to a new service provider to monitor the service.

You Said

96% of you told us that an SMS before the repair visit would be useful.

We Did

An SMS will be sent upon repair booking and a reminder will be sent via SMS the day before. In addition, another SMS will be sent on the day of repair, giving you an update on the expected arrival time.

You Said

Branding was important to you.

We Did

For most repairs our operatives will now arrive to your home in branded ‘Prima Home Repairs’ vans.

You Said

In February we asked for your feedback regarding the repairs service we provide.

We Did

As a direct result, we introduced a new repairs service for our customers in April. More information regarding this can be found on the homepage.

You Said

Members of our Customer Voice Board looked at the functionality of complaint reporting through the customer app. You said that certain choices available were unclear in their purpose for our customers.

We Did

We have made changes based on your feedback to make it clearer for our customers.

You Said

Our involved customers were asked for their input in designing a new section of our website,

We Did

We listened to and implemented their suggestions with this new section added to the Get Involved Consultation page to increase transparency and communication with our customers.

You Said

Feedback from our tenants suggested that our customer portal could be improved.

We Did

We made improvements and invited our tenants to take part in testing a new customer portal. Your feedback confirmed that this is now an improvement to the original service.

You Said

Tenant feedback indicated that they were not clear on the purpose of scrutiny.

We Did

We have reviewed the scrutiny function, terms of reference, Get Involved website page and relaunched the customer involvement opportunity with a clearer purpose and enhanced training program.