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Accessibility

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Your Feedback

It’s important for us to stay connected with you and make sure we hold the right information. You might receive a phone call from a company called Voluntas – researchers working on behalf of South Shropshire Housing Association and Meres & Mosses Housing Association to gather feedback about your opinions of the housing associations. Voluntas is accredited by the Market Research Society and follow strict procedures to ensure your data is protected. 

We welcome feedback and value any suggestions you may have about our services.

Comments & Suggestions

If you have a comment or suggestion to make about our services, or have an idea about how we can improve our services, please tell us. We will look at your suggestion and see if we can use it.

Complaints

We have a detailed policy and process to make sure we investigate your complaint thoroughly and put things right. Many complaints can be solved quickly. Others are more complex and take longer, but you can be sure we’ll be thorough, independent and keep you informed at all times. For more information on our complaint process or details on how to make a complaint click here.

To make a complaint by filling out our online complaints form click here.

Service Standards

Service Standards

We aim to give you the highest level of customer service.

When you visit our office it will be:

  • Clearly signposted inside and out
  • Accessible by all
  • Clean, tidy and welcoming
  • A child friendly environment

You will not wait more than 2 minutes to be seen at the counter.

If you wish to speak to a specific member of staff, you should not have to wait more than 10 minutes, if they are available to speak to you.

We will ask you if you would like to be seen in private, and provide an interview room.

When you call us we will:

  • Answer the phone promptly and politely
  • Do our best to answer your query at the first point of contact
  • Return all messages within one working day

If we are unable to get the information that you have asked for, we will call you and update you on the progress of your query.

We are open during office hours, and we have a 24 hour emergency line in place outside of these hours. This emergency line can be accessed by ringing the usual phone number.

When you write, email or fax us we will:

  • Acknowledge your letter within 10 working days
  • Be helpful and take account of your views
  • All our letters will be clear and easy to understand and free from jargon.

When we visit your home we will:

  • Show an identification badge
  • Normally make an appointment before we visit you
  • Call you if we will be later than the arranged appointment

2017-2018 Insights

We aim to provide excellent services to all our customers. Your feedback allows us to understand if we are getting it right. We would like to know if our service does not come up to standard.

In the last year (April 2017 – Mar 2018 we received:

Area  Number of Complaints 
Repairs  9
Neighbourhoods 10
Assets and Development  13
Support Services  1
Total  33

Learning from complaints

Communication

Complaints about communication are the most common theme. Our customer services team now works with other teams to improve the clarity of letters to ensure the correct details are included. We have also improved cross-team communications through discussions and reminding colleagues of the need to take ownership of a situation.

Repairs

Feedback revealed issues with repairs that are difficult to fix, or have ongoing issues. We have made sure that the teams that deal with repairs communicate more effectively with each other, and that there is more communication with the customer over potential delays.

Policies and Procedures

After a complaint has been made about a policy or procedure, the team responsible for that area of the organisation reviews it to ensure it is fair to all customers.