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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October 2024
Listen - Almost 50% of customers that have completed our Customer Compass survey so far have told us that getting to their front door takes them longer. This could be linked to a disability or health condition.
Action - As a result of this feedback, we’ve introduced our new ‘Door Knock Pledge.’ If you’ve told us about this need, we’ll wait longer when we visit your home for an appointment or repair, giving you more time to answer the door.
If you’ve replied to our Customer Compass survey, your details will be up to date. To make sure our records reflect your personal circumstances, please complete the survey which was either emailed or text to you. If you need some help completing it please contact us.
Our door knock pledge is already making a difference to customers and highlights how we’re listening to your feedback and taking action to deliver services tailored to your needs.