The most important thing to us is to make sure that your views count and that you know we have listened.

Complaints and Feedback

July - September 2018

You Said

Our waiting times for repairs were too long

 

We Did

Review our overall approach to handling your repairs requests and dedicated repairs staff will now be handling and managing your repairs in order to streamline scheduling of repairs.

You Said

We couldn’t always resolve your enquiry on the telephone

 

We Did

Review our call centre service and embed better training to ensure staff can answer your enquiry.

You Said 

When we carry out bathroom or kitchen refurbishments customers aren’t always aware of what to expect

 

We Did

Make sure proactive communication occurs before every refurbishment to clearly communicate this.

 

We want to make sure you have the opportunity to tell us what you think and influence the way that we deliver our services.

Simply text “Flagship” to 66099 and share your views to help us improve and learn in all that we do.

(Please note this number is for feedback only, please do not use this number for service requests and enquiries – call Flagship Response on 0808 168 4555)

Net Promoter Score

Thank you for your feedback

To provide a better understanding of the overall relationship between us as a landlord and you as a customer, we have introduced the Net Promoter Score (NPS) measurement to understand how likely you would be to recommend us to family and friends.

We were really pleased to have heard from over 2000 of our customers this year and are delighted that our NPS score has improved from +14 in 2017 to achieve our strategic goal of +19 this year. Over 50% of our customers scored us a 9 or 10 out of 10.

We would like to thank you if you took part. Your feedback really helps us to improve the service we deliver.