We’re committed to listening to customers and acting on feedback
We’re committed to listening to our customers and acting on your feedback. We take your comments, complaints, survey feedback and compliments seriously.
We aim to “Listen and Act” and will be regularly updating you with what we’re doing to make improvements to our services.
You can also find updates on how we're delivering our corporate plan and key strategies and more information on our get involved pages about the difference customers are making through our regular customer engagement activities.
Please see below for examples of how we're listening and acting on your feedback.
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August 2025
Listen — You told us you wanted faster responses when you contact us.
Act: We’re working to improve our first-time fixes, with both our Damp and Mould team and Customer Services team trialling video call technology. This week one of our Advisors responded instantly to a report of no heating or hot water, using a video call to help get the customers boiler going and raising a follow up repair to ensure a first time fix when they attend in person.