Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. Some customer said that the communal cleaning service in low rise accommodation was using dirty water. Our vehicles already have all the water needed to use fresh water for each block cleaned. We now carry out vehicle inspections to ensure this water is being used by our contractors.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks. Some customers said they did not see the cleaning service taking place within the communal areas of our low rise flats. All of our cleaning teams have to sign in and we regularly check the time and date that each block was visited. We regularly visit blocks to check that cleaning standards have been met. A recent survey of 150 customers found that only 9 respondents never saw the cleaning service.

Some home owners complained that when we replaced shared fencing we did not tell them it was taking place and when this would happen. We now contact all homeowners affected by our fencing programme to inform them about the works taking place.

Customers were telling us through satisfaction surveys that they wanted to swap homes with other social housing tenants. This was usually to be near friends and family or to get a smaller or larger home. Since April 2014 we have supported 51 households to find their own rehousing solution in this way and continue to promote this option to other customers.

20 out of 150 customers surveyed about the service they received from the rents and income team said they were not satisfied with the outcome. We have contacted all of these customers and given advice on how to improve their financial situation. This follow up contact means we are fully aware of why customers may not be paying their rent and can assist customers to agree realistic repayment arrangements, access additional benefits and/or get specialist support to help manage debts.

Some customers told us they were finding it difficult to operate their new gas heating system. We appreciate it can be difficult getting used to a new system, especially if it is installed in summer when customers are less likely to heat their homes. We carry out repeat demonstration visits to these customers to show them how to use the new boiler.

Some customers said they find the user manual for new heating systems too complicated. We now also issue a shorter, simplified version which highlights the key instructions customers may need to operate their new heating system.