We have been looking closely at our resident feedback and know that the thing that most of our residents complain about is our communication. You are very clear that we have not been getting back to you quickly enough. That includes returning your phone calls and replying to your emails.
We are a small organisation and so don’t run a dedicated customer call centre however we do want to improve our performance in this area and so are making a new customer promise to you all.
If your housing officer cannot answer their phone when you call them, they will reply to all voice mails within one working day. All emails will be acknowledged immediately, and a full response sent within five working days.
We really hope this improves your experience of our service.