You said, we did

You said
You wanted an action plan with timescales when you make a complaint.
We did
An action plan will be included within complaint response, and it will contain dates and timescales.
Repairs service

You said
You asked us to review our anti-social behaviour policy to make sure it was fit for purpose.
We did
A policy review will take place in autumn 2025. We’ve already sought feedback from Our Voice and had a survey in Moor To Sea.
Cleaning tender

You said
You wanted us to make sure that any health conditions are logged at first point of contact when a damp and mould referral is made.
We did
As soon as a damp and mould referral is made, colleagues are instructed to capture any health concerns.
Cleaning tender

You said
You wanted physical leaflet to advise on condensation, damp and mould to give to customers without internet access.
We did
We talked to customers who had previously reported damp and mould and asked them for feedback on a newly designed leaflet. Westward colleagues can give these leaflets out to customers who might find them useful when out on visits. A digital version of this leaflet can be found here.
You said we did

You said
You told us that the levels of compensation in the old policy were no longer appropriate.
We did
Compensation levels offered as part of our process have been reviewed.
You said we did home

You said
You told us that customer satisfaction was lower for customers with recorded vulnerabilities.
We did
We will introduce a new policy aiming to personalise service to customers that is appropriate for their circumstance.