Your feedback is extremely important to us and we are committed to listening and using your feedback to continuously improve what we do.

Each year, we ask how you feel about our overall service and on the 8 September you will have the opportunity, again to feedback by responding to a simple text message.

Since last year, we have been working really hard to understand what matters most and we have over 100 service improvements underway to help us deliver an outstanding service day in, day out. See some of the highlights below:

 

 

You Said

There are some inconsistencies with our approach to customer service.


We Did
 

We have refreshed our approach to delivering an outstanding customer service, retraining our staff so we could deliver an even better service.

 

You Said

Some window and door replacements take too long.

 

We Did 

We have prioritised window and door replacements.

 

You Said 

Some issues are difficult to resolve.

 

We Did 

We’ve centralised our complaints team, including all repairs and maintenance, to help resolve some of the issues you told us about.

You Said 

Our Shared Ownership customers found it difficult to resolve enquiries.

We Did 

We have recruited staff to help assist customers with aftercare for our shared ownership homes, this will help us deal with defects and issues more quickly and efficiently.

You Said 

Roofing repairs were often delayed.

 

We Did 

We’ve purchased our own scaffolding and a cherry picker which will help us get to these jobs more quickly rather than relying on subcontractors.

 

 

You Said

You weren’t always sure when we were coming to do your repair.

 


We Did
 

We have embedded a new repairs system that enables us to book an appointment to suit you, so you know when we are coming.

 

You Said

There are ongoing ASB issues in my area that you don’t seem to be addressing.


We Did
 

We have improved the way we tackle ASB to make sure you know what to expect and how we will deal with your case.

You Said

Outstanding customer service was important to you.

 

We Did

Every week we recognise staff for delivering an outstanding customer service, helping us to do more of what matters to you.

You Said

Reporting market rented repairs is often difficult.

 

We Did

We have simplified the defects and repair reporting process.

You Said

My property needs some modernisation.

 

We Did

We are implementing more stock condition surveys.

Complaints and Feedback

April 2019 - March 2020

Complaints

We received 288 complaints

The main cause for complaint was time to complete repairs followed by poor communication.

17 complaints were escalated to a review.

1 complaint was escalated to the Housing Ombudsman Service for formal investigation.

April - June 2020

Complaints

We received 82 complaints

We understand from these complaints that we need to improve the time to carry out some repairs.

 

Feedback

We received over 2,300 pieces of feedback

The main talking points included our friendly contact centre and helpful front line teams.

Your voice matters

Listening to our customers helps us improve what we do.

See how we have performed this year where even more of our customers have had their say about the services we provide.

How to make a complaint

We aim to provide an outstanding service for our customers. However, we understand that sometimes things go wrong and you may be dissatisfied with the service you have received. We want to put things right together as soon as they come to our attention.

If you remain dissatisfied about the decisions, actions or failures of Flagship or RFT, after we have had the opportunity to put things right, we will handle your issue as a complaint.

 

You can contact us by using one of the methods here

Once we receive your enquiry, a member of our staff will investigate the problem and try to find the best way to put things right, ensuring you understand what is happening and when.  

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