We are always listening, learning and improving!

We are committed to providing quality homes and services as part of our fair deal for customers.

Listening to your views is important so we can understand your values and where we could improve.

We've listed some of the current actions we're taking as a result of customer input and complaints findings, and we'd love to hear from you if you have any ideas or feedback to share! Scroll down to find out more or click here to give feedback.

  • Anti-social behaviour
    Last updated: February 2022

    We recognise the need to keep customers informed, and this includes of any changes that take place relating to any anti-social behaviour cases. We regret this has not always happened and so we are working with colleagues to ensure our records are always up to date and and that customers are updated as appropriate. 

    To ensure that this is happening, we are now introducing a new ASB telephone survey which will help us to tackle any dissatisfaction at an early stage and gives you the opportunity to tell us how well we are handling cases and where we can improve. 

  • Cleaning service
    Last updated: November 2021

    You said: it's not always clear when cleaners have attended flat blocks. 

    We have been piloting the display of notices in a small number of flat blocks whereby cleaners can write down when they have attended. We're pleased to report the pilot has been a success and as such, we will be rolling these signs out over the coming months by the end of March 2021. 

    You also told us that you aren't always sure what to expect from the cleaning service, so we have produced a summary of what is included as standard and this is available for you to view, download or print at: thrivehomes.org.uk/communalstandards

    We are also continuing to monitor the contract to ensure it is performing to standard. 

    Access the latest service status here

  • Complaints

    Last updated: May 2022

    May 2022

    To improve your experience of us dealing with your complaint, we’ve been looking at the way we handle complex cases where matters relate to more than one department or service. Previously, each department was responsible for replying for their area only, meaning responses would be provided at varying times and would not necessarily take the full case into consideration.

    Going forward, our complaints coordinator will now oversee complex cases to pull all findings into one response and act as an impartial reviewer. This will make sure you receive full responses that are fair, on time and clear.

    April 2022

    To ensure we are following our process correctly and fairly, we have introduced a telephone survey to understand how you find the process and where we can improve.

    Survey responses to date have highlighted that we are not carrying out agreed actions in a timely manner. Going forward, part of our process will involve working on a clear action plan with customers which will detail any next steps and when they will be completed.

    These action plans are being monitored by our complaints team to ensure that they are met.

    February 2022

    We reviewed our complaints process to ensure it is fair and your voice is heard. As a result, we have made some changes and we have trained our colleagues on the new process.

    Learn more about our complaints process and give feedback

  • Grounds maintenance service
    Last updated: March 2022

    Your feedback helps us improve our services, so we're launching a new quick and easy survey for you to complete. This will help us identify where we are doing well, and where we could improve.

    If you receive a communal grounds maintenance service, you'll receive a text message or email in late-March to early-April asking you a few questions about the grounds maintenance service. It would be great if you can spare a few moments to give feedback. 

    Accessing information on demand 

    We're still working on a solution to share the cleaning and grounds maintenance schedules with you online so visits are due and when the service has been carried out.

    If you're looking for an overview of what to expect from the grounds maintenance service, this is available for you to view, download or print on our website at: thrivehomes.org.uk/communalstandards

    Keeping you informed of any changes to the service is important to us, so we've created a page to provide you with the latest service status too.

    Access the latest service status

  • Keeping you informed
    Last updated: December 2021

    You said: sometimes we don't keep to our promises to call you back when we said we would.

    We are: ensuring that if your query can't be answered at first point of contact, we will arrange an appointment to call you back so you know exactly when we will be in touch.

    You said: there are times that repairs are outstanding and you have to contact us for an update.

    We are: using a report to make sure all open repairs are monitored closely and that customers are kept updated. Customers can expect to hear from us within three working days of a non-urgent repair being reported.

  • Property improvements
    Last updated: March 2022

    We’re committed to maintaining our homes and their components.  We aim to carry out major works (such as window replacements or new kitchens and bathrooms) in line with the expected lifespan of the component as recorded on our database. Examples of typical component lifespans include:

    • Kitchens – 20 years
    • Bathrooms 30 years
    • Windows and doors – 30 years
    • Boilers - 15 years
    • Radiators - 30 years

    You said: When customers request information on their component replacement date, if the resident disagrees with the data held on file, physical or digital inspections should take place.

    We are: going to ensure that a physical inspection now takes place when customers request an upgrade is carried out before the end of the expected lifespan to assess the condition of the component.

    Regardless of the expected lifespan, Thrive aims to carry out a condition survey for all properties every five years. It’s at this point that upgrades could be brought forward or pushed back depending on the condition and compliance of the component(s).   

    Each year, we spend £4million upgrading our homes. For 2022-23, we have allocated an extra £1million towards improving the energy efficiency of our properties. This includes installing cavity wall and loft insulation, modern double glazing and upgrading heating systems. 

  • Remedial works
    Last updated: March 2022

    We want to be accountable for service failures and we are committed to putting things right. Where repairs haven’t gone to plan we encourage customers to give feedback so that we can look to carry out remedial works.

    Following recent complaints feedback, we have identified that some appointments for remedial works are not being honoured as originally scheduled. This is because our planning teams have been unable to differentiate between routine works and remedial works following a complaint.

    We understand how frustrating this may be to customers, so we have made a change to our planning system to make it clearer for our colleagues to identify when a scheduled appointment is for remedial works following a complaint. This enables us to make sure that these appointments are kept and prioritised over other non-urgent routine works.

  • Rent and service charge enquiries
    Last updated: February 2022

    We want to be able to handle your queries at first point of contact. Listening to your feedback, we have now scheduled training to take place with our customer services team twice a year so that they are able to assist with rent and service charge enquiries straight away. 

    Have you got a suggestion for us to improve our services? We'd love to hear from you! 

    Click here to give feedback!

  • The myThrive hub
    Last updated: March 2022

    Listening to your feedback, we know you would like a mobile app solution to manage your account online.

    The reason we removed the myThrive app is because it could only be used on smartphones with the latest updates. This meant that customers with older phones or those that prefer to use a tablet, would not be able to use it. 

    This is a common issue with mobile apps, so we opted for a mobile enabled website. This means it can be used by any device with an internet connection, regardless of the age of your phone. 

    We know some find it convenient to have a button on your phone to access the myThrive hub, instead of having to visit a website first. If this is you, we have good news! 

    We have added some instructions for you to save the myThrive hub as an icon on your smartphone or tablet, meaning you can access it easily from your home screen like other mobile applications.

    Find out more at: portal.thrivehomes.org.uk/saveasmobileapp

    In October 2021, we also changed the layout of the statements view so that your balance and payments information is clearly displayed on a mobile device. 

    Let us know what you think!

  • Welcome process for new Thrive customers
    Last updated: June 2021

    You said: there could be room for improvements so that every Thrive customer receives a similar amount of information - regardless as to if they are moving into a new build or re-let property.

    We listened: We want to make sure our customers have all of the information they need to hand, so we've start reviewing the welcome process and information customers receive when they move into a Thrive Home.

    We're keen for customers to be involved in this project, so if you're interested in taking part please get in touch by emailing getinvolved@thrivehomes.org.uk