What we've been working on: Customer Journey Mapping and feedback surveys

Find out how our in-depth reviews have helped change our services.

Overview

We have started to take a deep look at customer satisfaction through Customer Journey Mapping.

You can see below the services we have reviewed and how we hope to improve them.

We plan to change how we deal with reports of anti-social behaviour using feedback from customer journey mapping.

This includes changing the method and frequency of our contact with you to suit your needs.

We are also looking at an anti-social behaviour app. This would allow you to see updates on your case.

We will make sure you're given one point of contact for your complaint.

This means that you will deal with one member of staff rather than having to talk to multiple different people.

We will also:

Work with our Check and Challenge Group to review our complaints procedure 4 times a year
Regularly carry out customer journey mapping to make sure changes have been made

We will:

Install signs that explain the site rules and how to treat your house
Develop an induction for contractors that explains their rules, responsibilities and how to report any accidental damage.
Make sure a handover checklist is completed with you. This will identify any problems with:
- Locks
- TV aerials
- Dust and cleanliness
- Outside paths
- Gardens
Update the information sheet given to you that explains:
- the building works process
- your responsibilities when it comes to flooring and wall coverings.
- the damage that damp prevention work and floor heaves can cause
- what can and can't be left in your house when you are decanted
Give you information about how to use your decoration vouchers

We will send you an acknowledgement letter when you are referred into the service.

We will also implement a holding letter when you have been on the waiting list for 6 weeks or longer.

The letters will have a single point of contact for you.

We will:

Give extra support to you if your case is complex and involves multiple teams and external agencies
Look to give you cost of living advice
Explain how to pay your rent weekly or in advance
See if you are eligible for a reduction in your water rates
Explore Council Tax support where appropriate

We will:

Develop a communication process so you know how long the work will take at the beginning of the project
Give you regular updates and let you know if there will be any delays
Let you know how long replacement items like windows or frames will take
Give you decoration vouchers if any decoration is damaged

We will:

Make sure the correct information is recorded at the first point of contact so that we give you the right timescales and resources.
For longer or more complex jobs, we will make sure the correct time and materials are allocated to you
Agree follow-on work whilst we are with you