You said, we did

Your feedback as customers is very important to us, as it ensures that we continue to develop and drive improvements in our services.

This page will provide feedback to you on how we have listened to your views and acted upon them.

Your feedback is very important:

Some of you raised concerns about the cleaning service. As a result, we have a new cleaning company in place.
Some of you wanted better communication from us following inspections at your home. We have made changes and you will now be getting direct feedback after the inspections.
You also requested more information about where your rent money goes.

Where your rent money goes

One of the pieces of feedback we have received is that some of you want to know how your rent money is used.

If we look at an average rent of £111.78 a week, this is how it’s used.

£22.36 goes on repairs and maintenance of your property.
£39.12 goes on the investment programme – things like renovations such as new kitchens, roofs, windows etc.
£8.94 on asset management, such as preparing for investment works, drainage management etc.
£15.37 on Adra management for services that are used to support tenants.
£12.58 on landlord costs – rent collection, letting homes, neighbourhood services and advice services.
£13.41 towards the costs of paying loans that we took out as part of our £121 million investment on bringing homes up to the Welsh Housing Quality Standards.

Thank you for the feedback.

This information is available in our Annual Report

You said

You weren’t fully aware of what work will happen in your home after inspections.

What we did

We will be introducing a signature box to inspection templates to ensure that customers are fully aware of what work will be/ will not be completed. The team are also looking to introduce and automated text message to confirm when Inspectors are on their way to attend appointments. This should give our customers a better indication of their estimated arrival time and reduce missed appointments.

You said

We didn’t communicate well enough during different schemes

What we did

We will hold an internal audit to look at the customer journey and communication with customers when schemes are being carried out.

You said

We didn’t communicate well enough during the lettings procedure

What we did

We use text messaging to keep tenants up to date on their applications.
We introduced virtual viewings during lockdowns so that we could continue to allocate homes and that tenants could see different homes. Despite the delays in allocating homes due to the pandemic over 90% of customers felt that we dealt with the allocation process quickly and efficiently.

You said

We don’t do enough when reporting noise nuisance.

What we did

We’ve introduced the ‘noise app’ to monitor noise nuisance which has been very successful and has seen a reduction in the number of visits required from the team. The ‘noise app’ has been used in safeguarding and domestic violence cases where it was possible to send a link to the Police.