New customers told us they did not always know who the utility provider was for their new home. Our contractor now provides us with information about the utility provider and we pass this over to the customer when they sign for their new home.

Customers suggested we should publicise that customers are charged for losing their keys. We have introduced A key ring for new customers saying ‘if I’m lost there is a cost’.

New customers told us that the cleanliness of the property they were offered was essential. We have set clearer guidance for our contractor on the standards we expect, and continue to monitor that these are met.

Customers reporting anti- social behaviour said they did not always know why their case had been closed. We now check customers reporting anti-social behaviour have been told why their case has been closed. Managers review cases to make sure staff have followed procedures and are delivering a consistent service to all our customers.

Some customers said that the person phoning them to speak about their rent account was not able to set up a direct debit over the phone. Sometimes we use volunteers from other teams to help the rents and income team make calls to customers during evenings and weekends. We now provide training on direct debits to 100% of these volunteers.

Some customers said the gas contractor did not ring them if they were having difficulty meeting the agreed appointment. The engineers’ handheld computers now show the specific timescale they have to attend. The contractor has been asked to phone the customer in the unlikely event they cannot make this time. We will continue to monitor that this is happening.