We want customers to have a real say in how we improve our homes and services. Customers recently worked with us to take a closer look at our sustainability plans, including how we’re making homes more energy efficient and the support customers receive when work takes place.
Customers shared what was working well, where they needed more information and what would help them feel more confident about energy efficiency improvements. Their feedback has already helped us make changes to the information, reassurance and practical support we provide.
You wanted clearer information about energy efficiency improvements and how they can benefit your home
We updated our retrofit letters to better explain the benefits of the work and the difference improvements can make to customers’ homes. These updated letters are now sent to customers as standard.
You wanted more reassurance about solar panels
You told us you wanted to better understand how solar panels are monitored and what support is available if repairs or maintenance are needed.
We created new information explaining how solar panels are monitored and what support is available if something goes wrong. Existing customers now have a dedicated information leaflet, while customers receiving new solar panels are given an induction and information pack.
You wanted more support when a fire is removed
You asked us to look at the support available for customers who may struggle to move furniture or flooring while this work takes place.
We reviewed the support available and confirmed that help is already in place for customers who need assistance moving items. We’re also exploring further support as part of the introduction of a new flooring provider.
You wanted clearer information about what happens if you lose your heating
You wanted more reassurance about repair times, engineer visits and the support available if your heating stops working.
We updated our fire removal information to clearly explain our heating repair response times, support for vulnerable customers and when temporary heaters can be provided. This information is now included in all new fire removal literature.
You asked us to review decorating support
You asked us to look again at the decorating support available following fire removal.
We reviewed the current offer and confirmed that customers can choose from a range of paint and wallpaper through our decorating voucher scheme. We’re also reviewing our approach across our programmes to help make sure customers receive a consistent offer.
Your feedback makes a difference
Listening to customers has led to practical changes, from clearer information about energy efficiency and solar panels to better guidance and support when work takes place in customers’ homes.
We’ll continue to listen, act and improve, involving customers in the decisions that affect their homes and using their experiences to help us make our services better for everyone.
