Whether it’s a passing comment, a complaint, compliment or a survey response – we use your feedback to understand where we can improve.
We also follow best practices such as the latest advice from the Housing Ombudsman and their spotlight reports.
On this page you can read about any new learnings and actions we are taking to improve your experience.
Select from the options below to find out more.
Key focuses
Last updated: February 2023
These are the areas we are working on right now:
Keeping you informed
We’re making sure colleagues are correctly recording your enquiries and getting back to you when they promised.
As part of this, all our teams are checking a sample of the enquiries they’ve received to see how they responded to you and if there’s anything they could do better.
Our complaints team have been using their findings to make improvements. This includes adding another step in our complaints process to contact you to check you’re happy we have everything in hand.
Service changes
It’s been a year since you voted to keep the same cleaning service for another 12 months to avoid a rise in costs. This means it’s now time to start looking at what the future of the service looks like.
We can see that the cleaning service hasn’t been meeting our standards and we know that you feel the same about our grounds maintenance service, too.
Acting on your feedback, we’ll be working with customers in March to shape the future of these services. Sign up to be a Thrive Customer Voice member to be the first to hear about how and when you can get involved.
Helping you feel safer in your home
In a recent survey, customers told us that they often don’t feel safe in their home because of issues with door entry systems and the length of time to repair them.
Many of our door entry systems need specialist engineers and parts, which mean they can take longer to fix. We have found another contractor to support with these repairs quicker. We’re also making plans to modernise our door entry systems so that more engineers and parts are readily available to fix them.
Another reason for sometimes feeling unsafe relates to anti-social behaviour issues. We have directly contacted those who have highlighted issues to us and we are working on improving the information we have available to customers. This includes creating a ‘Good Neighbour Guide’ to help prevent issues happening. Following a session with customers in November 2023, a draft has been written and has been shared with a group of customers to review.
Repairs and maintenance
We want to be open with you about the length of time it takes to send an engineer to see to different types of repairs. To make this happen, we’re holding sessions with customers at the end of February to set out reasonable timescales and the way we communicate this information.
View upcoming activities and get involved!
Stay in the know!
Thrive Customer Voice members will be the first to hear about any changes, so be sure to become a member to make sure you don’t miss out.
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Anti-social behaviour (ASB)
2023
- Reviewed our Anti-Social Behaviour Policy with Thrive Customer Voice members
- Held a customer focus group to develop guidance on how to be a good neighbour.
2022
- Introduced a survey to check how well we’ve handled ASB cases.
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Communal cleaning service
2023
- Introduced a new way to view cleaning schedules and give feedback on individual visits on our website.
- Kept the same cleaning service during 2023 after 67% of customers voted for this option to avoid a rise in costs.
- Employed new sets of cleaners at sites where there are more issues.
2022
- Introduced extra contractor meetings, site inspections and spot visits to monitor quality of the service.
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Complaints
2024
- Added an extra step in our process to check in with customers that they are happy we have everything in hand.
2023
- Started providing clear action plans that summarise the steps we will be taking to resolve complaints.
- Introduced a survey for you to tell us about your experience of our complaints process.
- Scheduled regular meetings with colleagues to review complaints trends and discuss improvements to services across the business.
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Customer services
2023
- Introduced a text message survey to see how well we handled your call.
2022
- Scheduled colleague training on rent and service charge queries twice a year.
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Digital services
2023
- Introduced a new way to view cleaning schedules and give feedback on individual visits on our website.
2022
- Added instructions on the myThrive hub on how you can save it as an icon on your phone or tablet’s home screen so you can access it like other apps.
- Changed the layout of account statements on the myThrive hub so it’s easier to view on a mobile device.
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Grounds maintenance
2023
- Introduced a new way to view grounds maintenance schedules and give feedback on individual visits on our website.
2022
- Introduced extra contractor meetings, site inspections and spot visits to monitor quality of the service.
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Ways to keep you informed
2023
- Started offering telephone appointments so you know when someone will call you back if we can’t answer your query at the first point of contact.
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Property improvements
2022
- Shared what upgrades we carry out in our Annual Report for Tenants.
- Started carrying out physical inspections of your home when you request an upgrade (such as a new kitchen or bathroom) before it is due to be replaced.
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Repairs
2023
- Reviewed the wording used in our messages about repair appointments.
- Reminded our engineers and contractors to make sure you know when they are on their way.
- Introduced a new process to make sure you know when your next repair appointment is before we leave your home.