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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March 2026
Listen – You told us you wanted faster responses when you contact us with repair or damp and mould issues.
Act – We introduced video calls last year to speed up our response times, and these have been going from strength to strength. In one week, 16 video calls were successfully completed by just one of our Customer Service Advisors, who was able to diagnose and provide simple guidance to resolve boiler breakdowns over the call, saving time for both customers and our team.
This new technology can save operatives needing to attend or help to make sure they have the correct materials and equipment before the appointment. It also allows us to reassure customers who may be nervous about an issue in their home, as well as resolve more customer requests at first point of contact.