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.

Would you be interested in regularly reviewing complaints performance?

Click here to find out more!

  • 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 getinvolved@thrivehomes.org.uk

  • 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

    Click here to read more about our new Grounds Maintenance contractor.

  • Customer experience

    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! 

    Click here to give feedback!

  • Clear information

    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: considering purchasing some adhesive signs to display on a wall in the communal area which can be written on in with whiteboard marker. We will ask the cleaners to write on the date and time of their visit and they will update this at every visit. 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 we are looking to change the layout of the statements view so that your balance and payments information is clearly displayed on a mobile device.