Good news stories!
We've picked some of last months top compliments to share with you below!
"I would like to pass on my thanks and let you know how great my first experience has been with Thrive.
I reported to my previous landlord last July that I had a problem with my front door. I have felt unsafe in my home since then and either me or my daughter have always made sure we were home as I did not feel we could both go out at the same time due to the fault with the door.
I reported this to Thrive on the 4th January and was told it would be raised as a 24 hour job. The engineer attended within 4 hours and carried out a temporary repair. The engineer was outstanding. He offered identification before he entered my property, he was very polite and I cannot fault him.
I feel much safer in my home now. I can actually book a holiday now which I could not do before. I am very grateful."
"I would just like leave a compliment to the gas fitter who came today to do gas check to my boiler. As the my boiler was over 15 years old, he found two issues with it and informed me he would have shut boiler down.
As it was a Friday and leaving me with no heating or hot water.
He decided to go away get some parts and temporarily fix the issues until new boiler is fitted.
A big thank you to him for going that extra mile."
"I would like to praise the Thrive engineer for the works carried out to resolve a badly leaking stop tap in my property. I was impressed with the speed of attendance and the engineer was very polite and did a fantastic job"
"Many thanks for all your help and for the caring, pleasant and yet professional approach.
Have a great day."
"Thank you all so much!! :) I am really happy and very relieved.
You are an amazing Property Manager, I am lucky to have you. I can't thank you enough for your time and patience. Please tell your Manager that you are a credit to the organisation.
Thank you again for your consideration, have a great day all"
"Thank you for your email and completing the investigation into my complaint.
I am pleased you have taken onboard my feedback and I am happy to accept the compensation of £150 offered.
I really appreciate you taking your time to look into this and apologising."
"Thanks very much for that brilliant Home Plan Visit yesterday, it's always great to see you. Also, many thanks for last year's Home Plan Visit, and for your great kindness, in recommending that I should be given a new Kitchen and Bathroom, both of which, were very expertly installed, by the hard working and highly skilled craftsmen, employed by Pilon.
Not only have my wonderful new Kitchen and Bathroom, made the Flat much brighter, they have also made my whole life, much brighter!! I am truly grateful to you Natalie, to Thrive Homes, and to the team at Pylon, for giving both the Flat and my life, such a wonderful lift!!
Take care of yourself Natalie, have a good year, and I'll look forward to seeing you for the next Home Plan Visit, in 2024."
"I have decided to withdraw my complaint regarding the fly tipping and accumulation of rubbish that had built up on my estate due to lack of care of regarding Thrive homes…
once you contacted me you dealt with the complaints swiftly and very professionally.
Thank you very much for your professionalism regarding this matter."
"The guy that came round was really helpful, 10/10 service"
"The accessibility tools will help so much with different cultures, it's amazing how one bit of feedback can be given and Thrive were able to act so quickly. It's a credit to you for acting on it so quickly. My friends were always asking me to translate things, so this is helping our multi cultured community. You really listened to my feedback and it's impacted the community"
"Thank you so much for your email and the way you have handled my complaint. I am very satisfied with the outcome and won't be taking it any further"
"I just wanted to send an email to say thank you to the gas engineer who did our boiler service today. He is the nicest engineer that you have on your team, so polite and knows what he's doing. Please pass on my thanks and please also let his manager know what a credit to Thrive he is"
"The operative that attended my property to look at the doors was so nice. He was very respectful, covered his shoes and was lovely. He even look at an extra door for me so I was really please"
Rent & Income
"Me and my family would like to thank our income officer for his help and understanding. He is so professional at his job and always find a solution, the service he provide is beyond expectation. Thank you thrive for the excellent recruitment"
"Hello thankyou very much for your email. I really appreciate your reply. I would like to thank you for the time you have taken to look into this further and for a fair outcome"
"I’d like to thank you so so much for giving me so much support! It was such a weight lifted of my shoulders and can’t thank you enough - you’re amazing!"
"I just wanted to drop a quick message with some feedback on the service that I received from thrive. My husband and I are both very happy with how the whole process was handled. It was made as easy as possible for us, which we of course appreciate. We had a lot of questions, being that it was our first time renting a property and you made it very easy for us to understand and she essentially held our hand through the whole process. The process could not have gone any better and we are really grateful to Chloe for her expertise and help throughout. Definitely a five star service."
"I would just like to say the young lady who dealt with my call was very helpful and polite, I was worried about the tap dripping as it was dripping quite fast she reassured me she would get someone around as soon as possible, then when she got a date unfortunately it was the same day as my hospital appointment, she was very understanding and found me another date. Thank you.”
"I had a meeting with a new employee of yours and wanted to contact you to sing his praises. He was extremely facilitating to my needs regarding my health conditions, he was also understanding, polite, unjudgmental and overall a truly great guy to work with, and I haven't seen service to that quality before from a landlord."
"When grounds maintenance run over a gas turn off valve with the mower and left a hole. THS attended measured up and returned to replace the required part that was needed. Filled around with top soil and it was left perfect. Thank you , the operative was very polite and worked hard , a perfect gentleman."
"The HomePlan agent was warm and friendly and very understanding of my needs, thank you for your visit."
"Thank you very much for yours quick response to have my boiler fixed today.
Thank you to all the customer service advisors who took my call to the advisor who rang to advise me the engineer would be out to me today. Thank you to the engineer who agreed to come and fix the boiler for me today rather than have to wait another few days.
Thank you Thrive Homes, much appreciated."
"I would just like to say thank you, after all this time it's so nice to have someone who actually listens and does something, you really have no idea what that means."
Rent and Income
"Since coming off job seekers at the beginning of the year and being responsible for paying my entire rent myself, it has been quite the journey, not always good. But, in this case, thank you for being considerate and after giving me the info I needed about my arrears, you have given me the time and space to assess how I can appropriately deal with this which I am very grateful for.
I really appreciate your patience and the approach you have taken in this awkward situation."
"I’m really happy with the service I’ve received. The operative was very knowledgeable and explained how to use my new heating system. I have s never received such good service before. The operative is a credit to thrive"
"Thank you for listening and helping to get repairs raised for my property that had been on-going for months. They are now nearly resolved thanks to you."
"I wanted to just express my thanks and gratitude for an amazing job - I am extremely pleased with my new roof (of which I am currently sitting under listening to the rain - and also making sure there are no leaks!)
The workers were clean, respectful, professional, friendly, hard working and a great team together
Thank you all so much for giving me a huge part of mine and my children's lives back."
"Thank you for dealing with my issue quickly and effectively, I’m very happy with the service I’ve received"
"Thank you so much for your efforts and your time taken to investigate this matter. I am very grateful and I feel heard."
"Thank you for the way you dealt with my call yesterday regarding my issues. Following the call, the contractor was on site and a plan of action was agreed. I think this is down to your prompt response to my query and how quickly you dealt with it."
Last year's compliments
"My sincere thanks and appreciation for getting an engineer out to have the boiler repaired. Thank you so much. The engineer who attended has been here several times and he’s a really lovely chap who always ensures he has done his job well. He did reassure me that he will be working through the Christmas break if the boiler was to lose pressure again (part was replaced) Thank you, you have a great team and I have to say you are one of the nicest of people to deal with at Thrive Homes and the most helpful. Thank you to you and your team for the help and support given to me through the years."
Rent and Income
"Thank you so very much for your speedy service and reply. That was so uncomplicated and easy. Definitely makes a change in this day and age"
"You contacted me last Friday for a telephone survey about the recent works carried out at my home but unfortunately I got cut off, so I'm writing to let you know how happy and grateful I am for all the repairs you have done so far at my home since I moved here in March following a mutual exchange. Your contractors have all been friendly and helpful and although there are still things that need fixing I’m really pleased with what’s been carried out so far. So thankyou!"
Rent and Income
"I wanted to pass on my best wishes to the income officer who has looked after my rent account for the last four years – I have always found them extremely helpful and understanding regarding my situation so wanted to pass on my thanks and gratitude"
"Thank you to the customer service team for all of the continued support they give me whenever I call in to raise repairs or discuss an issue. I am very grateful"
"I wanted to thank the surveyor who attended my property where multiple works orders were raised to renew the extractor fan in my bathroom, carry out a mould wash on various areas, ease and adjust my kitchen fire door and renew the flooring in my bathroom. He was very helpful and polite and I wanted to pass along my appreciation"
"I wanted to say thank you for the great service my mother received during her Home Plan visit, she was panicking that the visit would have negative consequences but instead the Home Plan officer was amazing and was very helpful.. It was a positive experience"
Asset Contractor Quality
"The operatives who attended from NJL were very nice guys, helpful and friendly and had done a great job! I am prone to falling and this will make such a big difference to me getting out and about safely. I also want to thank the surveyor for all his help for getting it done so quick"
"I wanted to praise the gas engineers following works they carried out at my property to install multiple new radiators. They were friendly, polite, very clean and were a joy to have in my house. I was really impressed with the quality of work they carried out"
Rent and Income
"I just wanted to say thank you for your quick response with an issue with my direct debit and arrears, I am really grateful"
"It was a really nice surprise to receive some flowers after my complaint was delayed due to IT issues"
"I wanted to thank the engineers who attended my property for a repair, I received excellent customer service from them when they came to fit an outside tap, thank you"
“I just want to send this email in the hope the colleague gets the recognition she deserves. After moving to my property for terrible circumstances and being afraid of men she has made me and my children feel so safe and welcome she has understood how I felt and respected every inch of my insecurities and worries and took it upon herself to personally help me when I was concerned with dealing with a male housing officer. She is always there on hand when I have a question on query and has always gone above and beyond to make me feel safe and listened too. She is a great credit to Thrive and I hope she is recognised for this email and how much me and my children appreciate her help. Thanks again“
Rent and Income
“I’m writing this to you just to express my gratitude towards yourself for raising and sorting this issue so quickly. I have now received the full refund in my bank which will really help with my finances. I understand this issue wasn’t your fault but I am glad you were the person that sorted it and I trust you will keep on top of this to ensure this kind of thing won’t happen again. Again thank you so much for all your hard work and fast responses/actions"
"Thank you for listening to me for an hour, people often don’t take the time or certain professionals are in and out in 15 mins– I felt you were really interested in what I had to say and you made me laugh. As a pensioner we don’t always see or speak to many people so your visit was warmly welcomed. Thank you both – you were marvellous company.”
"The customer engagement video is superb, what a fantastic edit!"
"Thank you to Thrive for the service I received. I have just returned from holiday and my heating and shower were not working. I am 86 and was very cold. I spoke to the customer service advisor and she booked in emergency jobs for heating and shower which were booked in by the planner and two operatives attended and fixed the problems very quickly. The service was terrific and I am very pleased. I just wanted to say thank you to Thrive"
"An operative attended and may I say is a credit to Thrive. He went above and beyond his duties, he was polite, his customer service was impeccable and most importantly he listened. I explained the issues faced and within minutes he fixed the issue, I explained the issue about the magnet plates that I reported weeks ago to which the operative got an Allen key and resolved the matter in seconds. During this period I stepped on a loose piece of glass to which he was very thoughtful and asked if I wanted a plaster out of his van, seriously impressed. He offered to get a hover but I retrieved mine and hovered to which he took over. I started to discuss the difficulties faced with (another resident’s) door and the operative was more than welcome to have a look and try to resolve the matter. He was a gentlemen and even though his duties has been completed he was willing to do others to save you time and money from sending out another contractor. The operative resolved many job’s currently outstanding within moments and is a true credit to Thrive. I hope he gets the recognition he deserves.“
“I wanted to say that it's been a pleasure working with all of you.
It was also nice to be able to contribute to the CEP as well as the Task and Finish Group.
It's clear to me that Thrive Cares about its Customers and is always striving to find ways to improve its communication and services for its customers. All my repairs and issues have always been resolved in a very timely matter and all your engineers have always been very friendly and polite. So 10 out of 10 for the services and repairs"
"I just wanted to say thankyou for arranging Gilmartins to attend my home. The contractor came last Thursday and the previous one, to do several jobs. He was really efficient and I'm very grateful. Thank you.“
"Following my complaint I would just like to say that the operatives that attended my property delivered an excellent service. They introduced themselves and advised of the work they were doing. The finish is of an exceptional standard. They cleaned and tidied the room and treated my home with the upmost respect"
“I would rate the Greencare Session 5/5 stars. The people were so lovely. Learnt a lot. Thanks"
"I wanted to compliment Gilmartins following works they did on my drive, to repair damaged and uneven concrete. They were great workmen, a massive thank you!"
"I just wanted to send a compliment in for the staff member who visited me on my Home Plan, she is a credit to your team... Strong, purposeful, and friendly"
"Our time renting from Thrive Homes has, on the whole, been very straightforward with very little trouble. Matters that needed attention have always been dealt with efficiently and swiftly. The team have been professional, accommodating, polite and always dealt with matters very quickly and re-solved issues accordingly. It's been a pleasure to work with you and I would recommend Thrive Homes to anyone looking."
Sustainment and Intervention
"This is a big thank you from the bottom of my heart for helping me to move and for finding me my new home
Thank you from me and my dog Rufus for taking/helping us to move to a safe, peaceful and happy home life. I'm truly grateful and appreciative.
Thank you for everything you have done for me. For the times we have not seen eye-to-eye I apologise.
Thank you from me and my dog Rufus for taking/helping us to move to a safe, peaceful and happy home life. I'm truly grateful and appreciative."
"I would like to say a big Thank You for the pathway that was put down leading to my garden, it was done so professionally by the contractors, and they did such a excellent job and was very polite, so please send them my Thanks as well."
"I'm really happy with the operatives work today. I wanted to let Thrive know, they were respectful and went above and beyond. They spent all day working, used shoe covers and cleared up their mess too."
"I have rented a property from Thrive for the last 18 months and have been extremely satisfied with the service provided. Your colleagues have always been extremely friendly, approachable and helpful. If I have had any queries they have always responded quickly and had any problems resolved in good time. When I needed to extend my tenancy last minute they could not have been more accommodating and you made the check out process really easy! My deposit was returned promptly which is definitely a first in my renting experience!"
"One of your engineers has just left my property and I would just like to say that he was extremely friendly, helpful and professional, he answered all my questions and did a great job!!!"
"The cleaner we have at St Marys Court is brilliant the flats smell so nice after he’s been, and he looks after the bin area"
Surveying & Repairs
"The works have begun already from my initial complaint, and I couldn't be happier, the surveyor has been very quick and efficient in sorting these issues and an operative who works for ' Seville ' came and done some work today in my bathroom and was a top professional and done a great job, so credit where credits due, thank you"
"Moved into property, could not do it without the assistance from organisations such as thrive."
"Wonderful experience! It was a real pleasure working with Thrive. Professional, very kind and understanding people!
Highly recommend THRIVE HOMES! ,Thanks a lot!"
"I just wanted to express my sincere thanks to the engineer who came out on Friday to finally sort out my tap and door issue. My mother was at the house on my behalf and said that he was ‘lovely and polite and went above and beyond trying to sort the issues’. Thank you, you are an excellent example of fantastic customer service. Merry Christmas!"
"I just wanted to acknowledge how helpful from start to finish a member of staff has been with me. I e-met her on Tuesday, (bearing in mind that was less than 48 hours ago) and have secured my first flat today in pretty amazing timing.
I had a horrible experience with a lettings agent just a few weeks ago and have a time limit to move out of my family home which is now sold in early January.
The Thrive colleague has been super attentive and really fourth-coming with the entire process and I look forward to starting my tenancy, now feeling I’m in capable and honest hands.
She’s a credit to the company and I absolutely feel I’ve made the right housing choice. Thank you so much!"