Your Feedback Counts
We always welcome feedback from customers about our homes and services because this helps us to improve what we do. Detailed below are some of our latest initiatives which have been shaped by your feedback:
Events with food in the school holidays
We have responded to comments from families who are struggling financially and are unable to provide meals for their children during the school holidays. We've worked with partners, like St Mary's Church in Pickersleigh, to put on pilot events with activities and food. This has gone well and is something we will explore further in 2019.
Following feedback about long journeys with too many pick-ups we have arranged more local trips with fewer pick-ups to save people spending too long on coaches. We have also been consulting customers at different locations about the types of activities that they would like to access.
Health and well-being
Following a successful pilot our ‘Thrive, Not Just Survive’ course has been repeated for new learners, It covers a range of subjects designed to help people to manage their emotions effectively and become more resilient. Some people had commented that they didn’t have the confidence in themselves to access the exercise classes offered by Fortis Living and others. Customers commented that similar courses put on by partners can be difficult to sign up to, whereas these, along with a high level of support, have proved invaluable to those who have taken part.
Informal community hubs
A community café session has successfully been launched at Oasis School in Worcester following feedback that people want the opportunity to get together informally and have the opportunity to address their issues.
New guidance issued to customers about pest control
A new customer information leaflet has been produced giving guidance to customers on how to deal with pests. This was following a number of complaints which related to inconsistent or incomplete advice given to customers when they report issues with pests.
Following complaints relating to garage repairs our call centre has developed new guidance to advisors. This will ensure that we gather the correct information from customers in relation to accessing the garage, for example, confirming if the garage will be left open for the trade person to access or providing a number of the trade person to call in order to gain access to the garage.
Advice has been added to the Mutual Exchange FAQ sheet to advise customers about removing cookers when exchanging their property.This will prevent damage being caused and ensure customer safety.