Our December performance
To show how and what we are doing to be outstanding at customer service, we are going to be publishing regular performance figures to our customers.
The graphic below shows our performance in December 2020, giving a picture of how we did last month. This gives you a clear picture of how we are doing against our customer service standards. You can also download a copy by clicking the link: Customer Performance December 2020 [pdf] 219KB
We take your feedback through complaints, surveys, and compliments seriously. Our ‘You said, we did’ feature details what we have done to improve our services to you.
You Said, We Did
- You said... Our OPAL customers (living in sheltered and semi-sheltered accommodation) told us that traveling to their Coronavirus vaccination appointment was a concern for them.
We did… We partnered with Involve and their community driver transport service to assist our most in-need customers, who don't have any transport options, to take them to and from their appointments.
- You said… Some of our cleaning and grounds maintenance work was below the standard that you expect.
We did… We reviewed our expected standards and will be sharing an action plan with customers in the near future. - You said… It takes too long to get through to our Customer Service Team on the telephone.
We did ... We have employed additional staff who will be taking customer service and repairs calls.
- You said… The internal standard of the homes that we let could be improved.
We did… We completed a review of our standards and are currently piloting new approaches to improve the quality of our homes for when new customers move in.
- You said… Some of our older customers told us that they have been feeling lonely and isolated during this latest difficult lockdown period.
We did... Our Opal Team, who work with customers in supported and semi-supported accommodation, have been making telephone calls to check on customers' welfare and to make sure that they have everything they need.
To see how we compare against last month's performance you can view November's performance and You Said, We Did by following the link: Our Performance November 2020.