You Said, We Did

We value your feedback and we’re always keen to learn lessons from your experiences, so we can make our services even better.

Thank you to everyone who took time to complete a survey, speak to us, serve on our National Residents Group (NRG) or make a complaint or compliment this year.

Here’s some of the improvements we've made in 2023-24:

• Changed and appointed new repairs provider for East and Northallerton residents.
• Strengthened the new repairs contract in relation to complaints handling.
• Changed our Estate management policy to strengthen ad-hoc requests, pest infestation management and escalation.
• Training to Neighbourhood team on mutual home exchange procedure.
• Improved our Anti-Social Behaviour procedure to include follow up contact after complaint closed.
• Customer communication improved using new 'On the Doorstep' tone of voice for planned maintenance and compliance letters.
• Weekly contractor meetings to highlight and escalate delays in doing repairs and prevent future failings. 
• Staff training on a new complaint checklist which supports effective complaint handling.  
• Staff briefing on the importance of keeping accurate records and how to use the Customer Relationship Management system effectively. 
• Revised process to responding to reports of mould, taking learning from the Housing Ombudsman Service thematic report on damp and mould.