Some customers told us it took too long to complete their plastering work and repairs to their gutters. We have employed additional operatives for the winter period so we can complete these kind of repairs more quickly

Some customers said they find the manual explaining how to use everything in their new home too complicated. We now issue a shorter, simplified mini- guide which highlights the key facts customers may need about their new home.

Some customers felt it was unfair that some people were able to have a say in the plans for work taking place outside their home, and others were not. We have changed the process for reviewing planned works so that it is consistent for all customers involved. This is a more flexible approach and this will be used throughout next year's schemes.

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.

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. We have passed these comments to the contractor so that they can improve their service. We will keep asking you how they are doing through our satisfaction surveys.

Some customers on our High Rise Programmes felt that there was a lack of communication regarding overall works and works in individual properties. We now run a weekly surgery for the duration of the internal works in your home. You can either drop in or book an appointment to speak to a City West member of staff face to face about the works.

Some customers felt that they wanted more support at the initial visit explaining what works would take place in their home. Your Neighbourhood Officer now attends the face-to-face meeting with you alongside the Investment Team before works start. This visit identifies any additional services or support you might need, e.g. help with your move or money advice.

Our contractor received a high number of call-outs relating to the setting up of customers’ new TVs and boilers. Some customers said the guidance we provided was not sufficient for them to be able to do this themselves. Our new Home User Guide includes further instructions on how to set-up the equipment. We have since seen a significant drop in defects and have reduced call-out costs for new customers.