We're always looking to improve.
We want to ensure our response to complaints is effective and fair. This will help us create a positive complaint handling culture.
To do this, we’ll learn from customer and colleague feedback to improve the experience for other customers.
We wanted to share some of the lessons learned from complaints made around repairs and appointments.
You said: It was frustrating not knowing when someone would come back to finish repairs if more work or materials were needed.
We did: Our tradespeople now call our Scheduling Team while still at your home to book the next appointment straight away.
What changed: You now know when we’ll be back, getting this information on the same day.
You said: You wanted to choose your own appointment time for gas servicing and electrical checks, instead of being told when it would happen.
We did: We’ve made it easier for you to book, confirm, or reschedule these appointments online or by phone.
What changed: Complaints about this have gone down, and we’re keeping an eye on it to make sure it continues to improve.
You said: You wanted better communication after reporting damp and mould in your home.
We did: We now use a system called Voicescape to keep in touch with you after repairs, checking in to make sure the problem hasn’t come back.
What changed: We’re monitoring this system to make sure it works well. You can also visit our damp and mould advice page for more help.
You said: Tradespeople didn’t always have the right materials in their vans, which caused delays.
We did: We’ve improved how we stock our vans, making sure they carry the right materials to complete repairs in one visit.
What changed: We now regularly update van stock so our teams are better prepared to fix things the first time they visit.
We regularly share updates about the lessons we have learned from past complaints on the Complaints section of our website, as well as any actions we're taking in response to this feedback and the results of these actions.
We're always looking to improve.
We want to ensure our response to complaints is effective and fair. This will help us create a positive complaint handling culture.
To do this, we’ll learn from customer and colleague feedback to improve the experience for other customers.
We wanted to share some of the lessons learned from complaints made around repairs and appointments.
You said: It was frustrating not knowing when someone would come back to finish repairs if more work or materials were needed.
We did: Our tradespeople now call our Scheduling Team while still at your home to book the next appointment straight away.
What changed: You now know when we’ll be back, getting this information on the same day.
You said: You wanted to choose your own appointment time for gas servicing and electrical checks, instead of being told when it would happen.
We did: We’ve made it easier for you to book, confirm, or reschedule these appointments online or by phone.
What changed: Complaints about this have gone down, and we’re keeping an eye on it to make sure it continues to improve.
You said: You wanted better communication after reporting damp and mould in your home.
We did: We now use a system called Voicescape to keep in touch with you after repairs, checking in to make sure the problem hasn’t come back.
What changed: We’re monitoring this system to make sure it works well. You can also visit our damp and mould advice page for more help.
You said: Tradespeople didn’t always have the right materials in their vans, which caused delays.
We did: We’ve improved how we stock our vans, making sure they carry the right materials to complete repairs in one visit.
What changed: We now regularly update van stock so our teams are better prepared to fix things the first time they visit.
We regularly share updates about the lessons we have learned from past complaints on the Complaints section of our website, as well as any actions we're taking in response to this feedback and the results of these actions.
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