Customer Review Group Update – March 2022

Our Customer Review Group met with senior managers and directors this week to discuss their work priorities for the year ahead. This year, they’ll be looking at customer access, complaints and customer feedback. 

Empty Property Standard – The Customer Review Group hope to visit a few empty properties to check what works needs to be done to get the home ready to let and make any recommendations to improve this service.

Customer Access – They want to make it easy for tenants to access Six Town Housing’s services 24/7 either by the website, the app or phone.

Complaints – The Customer Review Group will review the complaints over the last year to have confidence that they have been dealt with fairly, followed the policy and that any continuing themes can be identified and fixed.

Customer Feedback – They will look at the daily services that tenants request and receive and how satisfaction is collected and how it is used to continually improve that service. Feedback surveys are sent regularly over text when you receive our services so, please complete these if you receive one.

Chair of the Customer Review Group, Helena Donegan, said, “It’s a busy year but we are really looking forward to getting on with the work.  We welcome any views from tenants so please have your say.”  If you’d like to know more about The Customer Review group or find out how to join, please email

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