We made sure your comments, complaints and compliments were shared with teams across Cottsway, including senior managers, the Board and our Customer Scrutiny Group.
| Theme | You said: | We did: |
|---|---|---|
| Communication | We didn't always keep you updated, especially when appointments changed or enquiries took longer than expected. | Regularly reviewed feedback, shared complaint themes with managers and refreshed customer care training to improve communication. |
| Timescales | Repairs sometimes took longer than expected and published timescales were frustrating. | Trained our Customer Services team to identify when standards are not met and take action to resolve issues more quickly. |
| Bereavement support | The bereavement process was complicated, and communication could be better. | Introduced a simpler process with clear ownership and better support, to try to make it easier for people during a difficult time. |
| Damp and mould | Damp and mould cases were not always handled as quickly or clearly as expected. | Strengthened our approach, followed legislative timescales and improved communication so you know what's happening and when. |
| Right first time repairs | Repairs were not always completed on the first visit. | Improved contractor oversight and increased checks and will introduce customer surveys to improve quality and communication. |
| Fences and boundaries | Fence and boundary enquiries sometimes took too long to resolve. | Created template letters and improved joint working between teams to provide quicker responses and clearer information. |
| Empty property recharges | Charges after moving out were not always clear. | Now take videos of empty homes to provide clearer, more accurate evidence and improve transparency. |
| Housing applications | You weren't always sure what would happen after emailing about your housing application. | Introduced automatic email replies explaining response times, giving a clearer idea of what to expect. |