You said, we did

You said: 

• A Money Matters Leaflet should be created for customers, providing information on the support we can offer

We did: 

• We created the leaflet, which has been sent to all customers as well as being implemented into sign up packs

You said: 

• You asked for a section of the tenancy agreement around insolvency to be removed which customers may find threatening

We did: 

• We removed this and this has now been removed from all agreements moving forward

You said:

• 96% of customers said they were happy for us to complete external repairs to their property while they weren’t home. This includes, fencing, roofing, brickwork and guttering.

We did:

• We changed our policy and it now means that customers aren’t restricted and don’t have to take time off work for an appointment. It also allows the Group to offer a more efficient repairs service, as jobs can be completed as and when materials become available.
• We know this option isn’t suitable for everyone and customers can still request an appointment for the work to be completed if that’s what works best for them.

You said:

• Customers told us that the decoration vouchers we give people following any major work to their property could be improved. It could be difficult to visit a store, pick the products they needed, and then get them home.

We did:

• We have introduced new decorating packs that are better value for money and offer more products and a wider range. Products can also be ordered online or by phone and delivered to customers’ homes for free.

You said:

• Customers in Houghton and Easington Lane reported their health and safety concerns about anti-social behaviour.

We did:

• We installed fencing and boulders to stop vehicles accessing the grassed area and field to prevent vehicles driving over grassed areas.