You said, we did
We collect feedback from customers in several ways. These can be in person, at coffee mornings, engagement activities, as part of our complaints process, satisfaction surveys, or as part of our neighbourhood visits.
In the below “you said, we did” updates we're sharing how your feedback is being used to change or improve things.
| You said | We did |
|---|---|
| You would like regular updates on what is happening with the case. | We will develop an action plan being clear and realistic about potential outcomes and timescales involved. |
| You would like to be able to report ASB when the office is closed | Customers can report ASB to Westward by phone, e-mail, in writing, My account, Website or in person. Several of these options can be used at any time of the day. |
| You would like to be able to upload ASB evidence as videos and photos directly to Westward | Customer can do this via My Account or to the Customer Enabling Hub |
| You said | We did |
|---|---|
| You would like simpler, easier to understand Key Performance Indicators (KPIs) | We redesigned the page based on customer feedback. You can read more here. |
| You said | We did |
|---|---|
| You would like more involvement in choosing the new contractors | Invited customers to take part in the tender process, this included reviewing the specification, scoring the tenders, and interviewing contractors and we will continue to do this with other tenders in the future. |
| You would like a clear map of work to be carried out in your area | This is now on our website and includes details of the contractors too. You can read more here. |
| You would like more customer feedback on Grounds Maintenance | Customers are able to become Estate Service Champions. Read how you can get involved here. |
| You would like a grounds maintenance page on the website | Designed a new page where information about your scheme and contractor can be found. You can view this here. |
| You said | We did |
|---|---|
| You would like a clear customer contact standard | This is now included within “The Westward Customer Service Promise” that can be found on the Westward website. You can read more here . |
| You asked for a text reminder system for repairs | Texts are generated when the repair is booked with a follow-on text sent 24hrs ahead of the appointment |
| You wanted My Account made easier to report repairs and receive updates | MyAccount displays booked appointment dates, the date of reporting the repair and the status of each repair. You can now upload videos and photos of the required repair. |
| You said | We did |
|---|---|
| You wanted more information about the help available |
We have:
• Dedicated pages in Moor to Sea. Keep up to date with the most recent releases here • A telephone message while call waiting • Your finances and money page on the website. You can read more here. • Links to Hardship Fund and advice on main page. You can read more here. • Financial wellbeing links on social media • Created a postcard style leaflet for tradespeople and colleagues to give to customers |