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.
Would you be interested in regularly reviewing our complaints performance?
Welcome process for new Thrive customers
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 email@example.com
Grounds maintenance service
As part of our tendering process for a new Grounds Maintenance service provider, here are some of the things you told us...
You said: you would prefer to complain and give feedback to us, as opposed to directly to the contractor.
We have: changed the process so you can give feedback to us directly. You can contact us in the usual ways or simply visit: thrivehomes.org.uk/feedback
You said: you aren't always sure what to expect from the Grounds Maintenance service.
We have: produced a summary of what you can expect and this is available for you to view, download or print at: thrivehomes.org.uk/communalstandards
You said: you’d like more information on when visits are scheduled.
We have: made arrangements to put this information together with Chequers and make it available for customers in the coming months. Keep an eye on our website for further updates at: thrivehomes.org.uk/communalstandards
Following a recent complaint, we learned that there's room for improvement in our style of interaction with customers.
As a result, we're carrying out customer experience refresher training with our colleagues which will support a wider focus on our style of communications.
Have you got a suggestion for us to improve our services? We'd love to hear from you!
You said: information about rent payments provided by our Customer Service Centre is sometimes confusing.
We have: organised more training for our Customer Service Team so that they can give you clear a precise information relating to rent payments and queries.
You said: it's not always clear when cleaners have attended flat blocks.
We are: going to be piloting displaying adhesive signs on a wall in the communal areas from October 2021. We will ask the cleaners to write the date and time of their visit each time they attend. As we have some concerns about how effective this will be, we have decided to pilot this initiative in a few blocks to see if it works before rolling it out to all of our blocks.
The myThrive hub
You said: The view of your balance statements on the myThrive hub when using a mobile device is confusing as it does not show individual payments fully.
We have: looked into an alternative design with our web developer and changed the layout of the statements view so that your balance and payments information is clearly displayed on a mobile device.
Keeping you informed
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.
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).
Remedial works following complaints
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.