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            "text": "We made sure your comments, complaints and compliments were shared with teams across Cottsway, including senior managers, the Board and our Customer Scrutiny Group."
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                            "text": "Damp and mould cases were not always handled as quickly or …"
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                    "text": "We didn't always keep you updated, especially when appointments changed or enquiries took longer than expected.",
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                    "text": "Timescales",
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                    "text": "Repairs sometimes took longer than expected and published timescales were frustrating.",
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                    "text": "Trained our Customer Services team to identify when standards are not met and take action to resolve issues more quickly.",
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                    "text": "Introduced a simpler process with clear ownership and better support, to try to make it easier for people during a difficult time.",
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                    "text": "Right first time repairs",
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                    "text": "Improved contractor oversight and increased checks and will introduce customer surveys to improve quality and communication.",
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                    "text": "Fences and boundaries",
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                    "text": "Empty property recharges",
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                    "text": "Charges after moving out were not always clear.",
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                    "text": "Now take videos of empty homes to provide clearer, more accurate evidence and improve transparency.",
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