You said, we did
Sharing how your feedback is being used to improve things at Westward.
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.
2026
Rent letters
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You said |
We did |
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You would like to see your current rent charge to compare with new charges |
We will begin to incorporate this on some of the rent letters this year. |
Housing Officers
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You said |
We did |
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You told us you wanted to see more of your housing officer. |
We have recruited extra support roles to give housing officers more time to come out to estates. |
Safeguarding adults leaflet
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You said |
We did |
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You asked for more information about different types of abuse to the adult safeguarding leaflet as well as a single point of contact. |
We added financial abuse to the list of different types of abuse to the leaflet and included the details of the local police for people to use. |
2025
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You said |
We did |
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Home owners and shared owners asked for more engagement opportunities. |
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You said |
We did |
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You wanted an action plan with timescales when you make a complaint. |
An action plan will be included within complaint response, and it will contain dates and timescales. |
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You asked us to review our anti-social behaviour policy to make sure it was fit for purpose. |
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. |
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You said |
We did |
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You told us that the levels of compensation in the old policy were no longer appropriate. |
Compensation levels offered as part of our process have been reviewed. |
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You said |
We did |
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You told us that customer satisfaction was lower for customers with recorded vulnerabilities. |
We will introduce a new policy aiming to personalise service to customers that is appropriate for their circumstance. |
2024
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You said |
We did |
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You let us know you would like to have more involvement with the recruitment at Westward |
Invited scrutiny members to take part in scoring and interviewing the applicants for CEO of Westward |
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You said |
We did |
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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. |
As soon as a damp and mould referral is made, colleagues are instructed to capture any health concerns. |
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You wanted physical leaflet to advise on condensation, damp and mould to give to customers without internet access. |
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. |