Why it's good to talk back

Friday, 6th December 2019

From time-to-time we ask you to give us feedback on our services. Karbon’s Ashley Wallace and Kath Glen explain why we are so keen to hear from you...

By Ashley Wallace, our Customer Experience Manager

Your views are vital when it comes to improving what we do and how we do it. There’s nothing better than your first-hand experience to help us find new ways to work and improve what we do.

If you’ve used our services for something like a repair, gas servicing or moving into a new home, we are really keen to know about your experience. Our external research agency, Voluntas, will be contacting a sample of customers to ask for your feedback and we’re always really grateful for your thoughts.

We use the information in lots of ways and have a constant cycle of feedback. Your thoughts and ideas are collated and get passed back to the relevant team who put in place an action plan to address any issues.

It's really important to our staff that they provide the best service possible. We love to hear your thoughts, to know were doing a good job and to understand how we can continuously improve our service to you.

You can also share your feedback, including complaints, by:
• Contacting us directly, 0808 164 0111 or info@karbonhomes.co.uk
• Speaking to a Karbon team member in person, for example during your customer care visit
• Visiting our website for full information about our complaint’s procedure www.karbonhomes.co.uk/complaints-compliments-and-suggestions

Popping by for a chat

By Kath Glen, our Sustaining Tenancies Manager
In the coming months a member of my team will be popping in to have a chat. Their visit will be something new to many of our customers but it’s part of our commitment to speak directly to every customer in their home, every two years.

If it’s not convenient when we call, then we can easily rearrange a better time. We always carry photo identification – so please ask us for it. We won’t be offended because it’s always important you know who you’re letting into your home.

Our visit is an ideal chance for us to get to know you better and to tell you about all of the services we offer that we think might be useful. We can also direct you to lots of other partner organisations.

While we’re there we’ll check over your property to make sure everything is running smoothly. We will pick up repairs that are required and talk to you about any needs you might have around managing the property, or anything that’s causing a challenge to you.

We’re always keen to get your feedback on services we’ve provided so we will pass on anything you’d like to tell us about what we’ve done well or what we can do better.