This month, the Customer Review Group has been meeting managers right across the business looking at new ideas.

They were pleased to meet with a manager to look at complaints handling and customer satisfaction and feedback and how they think things can be improved for tenants. They support new ideas that Six Town Housing hope to take to board for approval in December.  They have also had their say on tenant satisfaction for day-to-day services and also the annual surveys. All social housing landlords are expected to ask for feedback from tenants and, as tenants, the group monitor this monthly. You can view an easy read guide here explaining what and how Six Town Housing should be asking tenants about quality of service. 

The group are in the middle of working with mangers on environmental standards for tenants living on our estates. A survey has just finished with 726 replies and some really good points have been made. They hope that through this work, they can recommend changes to see improved state maintenance, safer communities and safe, clean communal blocks. 

From April 2023, the group hope that the website will have a dedicated customer feedback Page, all about surveys, new plans and policies, complaints and compliments.

They have spent time visiting empty properties and making recommendation of what the standard should be for new tenants. They are waiting for feedback on their recommendations and hope to present them to the Six Town Housing Board soon.

The group have been tasked to set out standards of service tenant should expect from Six Town Housing from rent collection to repairs. This is quite a big piece of work, and they’ll have a working group to share the load. It’s quite detailed and will look at the service, how it will be monitored and reported. 

Helena Donegan, Chair of the Customer Review Group, said, “Can I say a huge thank you to all tenants who give feedback on big or small surveys when we are looking at improvements.  Your comments are to the point and invaluable for the work that we do.”

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