We are always listening, learning and improving!

Recent feedback from Thrive Customer Voice members told us that messages about repair appointments are confusing, so we’ve been reviewing the wording used.

After looking at how you are told about upcoming and follow-up repairs, we are pleased to share that we have:

• reminded our engineers 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
• started taking a closer look at if there are any particular repair types that you are unhappy with.

Listening and acting on your input

Using your feedback, we made some changes to our website homepage to make it easier to access information about our repairs service.

• 7% increase in customers feeling it is easy to report a repair 
• 8.25% more visits to our repairs webpage

Your feedback is also telling us that we don’t always keep you informed about other appointments and enquiries you have, such as anti-social behaviour cases. To improve this, we are:  

• providing colleague refresher training on record keeping
• making system changes to make sure outstanding enquiries can be monitored and customers are responded to
• introducing a rota to make sure our colleagues have time in their working day to respond to any outstanding queries.

This means you may hear from a number of our colleagues, which should keep you informed regularly.

We expect our customers to feel and be safe in their home, so we’ve been taking a closer look at why 23% don’t feel this way.

So far, we have found themes connected to flat block door entry systems as well as anti-social behaviour issues.

To make sure we’ve understood everything fully, we are going to be asking Thrive Customer Voice members to tell us if there is anything else we’re missing and how we can improve attention to important safety communications in late September.