The most important thing to us is to make sure that your views count and that you know we have listened.
Here are some of the most recent changes we have made in taking action on our customers' feedback.
You were waiting too long for repairs.
We have focused more resource into reducing the amount of repairs in our system, so that we can get to you quicker in future.
You didn’t understand our shared ownership property arrangement.
Now we are making it clear when customers sign up what’s part of the agreement and what isn't, with new brochures and guidance from the start.
Some of you told us you got cut off when you called our Response contact centre.
We were able to iron out a bug in our system that we didn’t know was there.
You didn’t know when we would be coming to carry out your repairs.
Implement text messaging to make sure that you know how long to expect to wait for your repair.
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.