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.
Please see below for examples of how we're listening and acting on your feedback.
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July 2024
Listen – You told us you wanted to see targets and direction of travel in our monthly performance reporting.
Action – We introduced new monthly performance reporting in June, based on the things you told us matter most. This includes clear targets and arrows to indicate whether our performance is improving or not. This is published on our website monthly.
Listen – You told us the letters we sent some customers about changes to service charges issued in July were hard to understand.
Action – We’ve revised the letter to make it clearer to customers and explain that no action or payment is required. We’ve also sent out FAQs with the most recent letter on grounds maintenance and set up a new area on the website, as well as a dedicated mailbox to answer your queries.