We’re making a series of changes to reduce the wait times you experience when you report non-emergency repairs, especially incomplete jobs requiring multiple visits.
This includes creating a Major Works Team to focus on complex repairs, meaning your repairs are consistently followed up and completed, avoiding too many further visits and work left unfinished.
The percentage of repairs completed on time has significantly improved since June, this is due to colleagues being moved to help target specific repair challenges.
Customers also mentioned slow response times when they report issues or lack of follow up, with some customers feeling ignored and having to chase for a response.
To make things easier for you, we’re improving the MyKarbon portal and our systems to enable more customers to self-serve. This will help reduce call wait times for those who’d prefer to talk to us over the phone. We also launched our brand new MyKarbon app, which not only allows you to report an issue quickly and easily, but also provides helpful tips and guides to help you identify whether you can fix it yourself and avoid unnecessary wait times.
Customers felt there was a lack of action when they reported anti-social behaviour. . We do not tolerate anti-social behaviour, and feedback from these issues is reviewed monthly to identify themes, further training, refer issues to relevant external services and follow up with the customer who reported the issue.
Customers mentioned ongoing damp and mould in their homes and lack of follow up information.
We have introduced a dedicated damp and mould team with 11 tradespersons and back-office support to prioritise the most serious cases and manage damp and mould cases effectively.
The Government introduced Awaab’s Law last year to ensure social landlords fix hazards in homes promptly, this includes damp and mould. As part of this, we’ve also introduced written summaries to provide customers with information following a damp and mould survey, including what we’ve found and any repairs we need to do, to help improve customer satisfaction with communication.
Some customers felt there is inconsistency with the grounds maintenance service we provide, and lack of visibility of our housing colleagues in their neighbourhoods.
As a minimum, we carry out inspections four times a year on all our estates and blocks to identify any issues within the areas. If any risks or hotspots identified, we will increase our inspections and ensure they are addressed, often working with key partner agencies, including your local authorities.
Some customers felt like their complaints were not addressed properly or that they had received a lack of follow up information.
Our centralised Customer Feedback Complaints Team has created a single point of contact for all complaints, helping to streamline communication and create consistency for you if you raise a complaint. We actively review the team's impact and act on feedback to identify further improvements to enhance customer experience. Our newly recruited Customer Experience Improvement Lead is focusing on root cause analysis and learning from complaints.
Our Leasehold customers reported that they were dissatisfied with our email response times and estate management.
We have increased the capacity of our customer service colleagues to improve our responsiveness to phone and emails queries, and oversight of estate management.
Leaseholders also felt like they were not kept informed about issues/improvements in their neighbourhood, and many felt like the newsletters were not relevant to them.
A new section has now been introduced to our customer magazine At Home with Karbon, called Leaseholder Life. Future articles will be shaped by our Leaseholder Forum, to ensure that content is relevant to our leasehold customers. A QR code linking to our leasehold information page is also featured in our magazine.
Satisfaction with how Karbon Group listens and acts to leasehold customers reduced this year compared to last year. These survey results will be reported to the Leaseholder Forum agenda and used as an opportunity to check our action plans and seek additional insight from customers to where we can further improve on our performance.
Some customers felt like there was a lack of clarity of what was their responsibility and what was Karbon’s, especially around repairs. We’re reviewing communication with new leaseholders during the resale to identify where additional information on responsibilities can be shared.
Non-emergency repairs
We’re making a series of changes to reduce the wait times you experience when you report non-emergency repairs, especially incomplete jobs requiring multiple visits.
This includes creating a Major Works Team to focus on complex repairs, meaning your repairs are consistently followed up and completed, avoiding too many further visits and work left unfinished.
The percentage of repairs completed on time has significantly improved since June, this is due to colleagues being moved to help target specific repair challenges.
Customers also mentioned slow response times when they report issues or lack of follow up, with some customers feeling ignored and having to chase for a response.
To make things easier for you, we’re improving the MyKarbon portal and our systems to enable more customers to self-serve. This will help reduce call wait times for those who’d prefer to talk to us over the phone. We also launched our brand new MyKarbon app, which not only allows you to report an issue quickly and easily, but also provides helpful tips and guides to help you identify whether you can fix it yourself and avoid unnecessary wait times.
Anti-social behaviour
Customers felt there was a lack of action when they reported anti-social behaviour. . We do not tolerate anti-social behaviour, and feedback from these issues is reviewed monthly to identify themes, further training, refer issues to relevant external services and follow up with the customer who reported the issue.
Damp and mould
Customers mentioned ongoing damp and mould in their homes and lack of follow up information.
We have introduced a dedicated damp and mould team with 11 tradespersons and back-office support to prioritise the most serious cases and manage damp and mould cases effectively.
The Government introduced Awaab’s Law last year to ensure social landlords fix hazards in homes promptly, this includes damp and mould. As part of this, we’ve also introduced written summaries to provide customers with information following a damp and mould survey, including what we’ve found and any repairs we need to do, to help improve customer satisfaction with communication.
Grounds maintenance
Some customers felt there is inconsistency with the grounds maintenance service we provide, and lack of visibility of our housing colleagues in their neighbourhoods.
As a minimum, we carry out inspections four times a year on all our estates and blocks to identify any issues within the areas. If any risks or hotspots identified, we will increase our inspections and ensure they are addressed, often working with key partner agencies, including your local authorities.
Complaints
Some customers felt like their complaints were not addressed properly or that they had received a lack of follow up information.
Our centralised Customer Feedback Complaints Team has created a single point of contact for all complaints, helping to streamline communication and create consistency for you if you raise a complaint. We actively review the team's impact and act on feedback to identify further improvements to enhance customer experience. Our newly recruited Customer Experience Improvement Lead is focusing on root cause analysis and learning from complaints.
Leaseholders
Our Leasehold customers reported that they were dissatisfied with our email response times and estate management.
We have increased the capacity of our customer service colleagues to improve our responsiveness to phone and emails queries, and oversight of estate management.
Leaseholders also felt like they were not kept informed about issues/improvements in their neighbourhood, and many felt like the newsletters were not relevant to them.
A new section has now been introduced to our customer magazine At Home with Karbon, called Leaseholder Life. Future articles will be shaped by our Leaseholder Forum, to ensure that content is relevant to our leasehold customers. A QR code linking to our leasehold information page is also featured in our magazine.
Satisfaction with how Karbon Group listens and acts to leasehold customers reduced this year compared to last year. These survey results will be reported to the Leaseholder Forum agenda and used as an opportunity to check our action plans and seek additional insight from customers to where we can further improve on our performance.
Some customers felt like there was a lack of clarity of what was their responsibility and what was Karbon’s, especially around repairs. We’re reviewing communication with new leaseholders during the resale to identify where additional information on responsibilities can be shared.
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