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You said promises made to resolve the complaint were not always delivered.

We carried out 100 phone surveys of customer who had recently made a complaint . Satisfaction was 70.5% - up 13.3% on the previous 3 months. Customer confidence was high - 80% said if they reported a complaint in the future they were confident City West would ‘Get It Sorted’.

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You said promises made to resolve the complaint were not always delivered.

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  1. We carried out 100 phone surveys of customer who had recently made a complaint . • Satisfaction was 70.5% - up 13.3% on the previous 3 months. • Customer confidence was high - 80% said if they reported a complaint in the future they were confident City West would ‘Get It Sorted’. You said promises made to resolve the complaint were not always delivered. We now make sure the person dealing with the complaint updates the IT system to record ‘It’s been sorted’.

  2. We carried out 225 phone surveys of customers recently having a gas service . Satisfaction was high at 97.2%, with 71% giving top marks of 10 out of 10. You did not always know what would happen next if your heating had to be turned off because it needed repairs. Operatives now contact our Gas Vulnerability & Administration Officer who keeps in contact with the customer to make sure they have adequate alternative heating and support.

  3. You had to wait several days before your heating could be fixed. This was because the parts needed to complete the repair had to be ordered. Our boiler replacement programme is aiming to introduce standard boilers across all our properties. There are approximately 4000 boiler replacements left to complete over the next 4-5 years.

  4. We carried out 271 phone surveys of customers recently having a repair. Satisfaction was high at 96.5%, with 73% giving top marks of 10 out of 10. The following scored highly out of 10: ‘attitude of operative’ 9.6 and ‘doing the job expected’ 9.5. You said you were less satisfied with arrangements to make appointments. We recruited more planners to improve options to schedule repairs. We try to appoint as many repairs as possible.

  5. We carried out 120 phone surveys of customers in high rise accommodation and 150 surveys of customers in low rise accommodation. Satisfaction with caretaking was high at 99.2%, with cleaning in low rise slightly lower at 90.%. The caretaking service scored highly out of 10 with ‘helpfulness of staff ‘ (9.6), ‘ease of contact’ (9.5) and their cleaning of internal areas (9.5). You said that shrubs and plants around low rise flat accommodation were not well maintained. We are gradually replacing high cost, high maintenance shrubs with low cost, low maintenance alternatives. This improves the appearance of external areas and reduces service charges.

  6. Customers in low rise accommodation said bins are overflowing due to changes in the collection service and customers failing to recycle. We have tried a range of initiatives to resolve this problem. This includes paying for extra collections and increasing the capacity of bin stores. We are also encouraging customers to recycle, and make this easier with better signage as to what goes where.

  7. We carried out 104 phone surveys of customers living in high rise accommodation having investment works, such as new kitchens, bathrooms, electrical rewiring. Overall satisfaction is improving and is currently 84.7%. We continue to make improvements in response to customer feedback. You said there was too much disruption when property improvements were being carried out in high rise accommodation. We now offer more people the option to move out while improvement works are taking place. We also encourage all customers to use the off site storage facility to protect possessions, particularly valuable.

  8. You said there were outstanding issues when we signed off property improvements to your home as completed. We have now set a new target that homes must have improvements fully completed before they can be handed back by the contractor. We used to let the contractor hand over homes as completed with up to 3 outstanding minor issues.

  9. We carried out 107 surveys of customers living in non high rise accommodation having investment works e.g. new kitchens, bathrooms, electrical rewiring. Overall satisfaction is high at 97%. The highest areas are ‘attitude of the operatives’ and ‘completed works meeting expectations’ (both scoring 9.2 out of 10) You said some of the new intercom systems were not loud enough. We have fitted boosters to increase the volume.

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