Your feedback is extremely important to us, we are committed to listening and using your feedback to continuously improve what we do. Below are some examples of where we have listened and made changes to how we deliver our services.
Our waiting times for repairs were too long and you didn’t know when we were coming.
We now have a dedicated repairs Contact Centre enabling you to raise repairs and let you know when we are coming.
You didn't know when we were coming to carry out repairs.
Now when you log a repair you can book an appointment for a time that suits you.
There was some confusion over what shared ownership means.
We have been clearer about what to expect for all our new shared ownership customers.
Making the most of your feedback
We don't just collect feedback, we make sure that we listen. Our priority is to put things right every time that they go wrong.
You needed to speak to different people when you had a query.
We are up-skilling our Response Contact Centre so that your enquiry can be dealt with more quickly.
Some Communal Areas needed to be refreshed and fly-tipping took longer to resolve than expected.
We have made it easier and quicker for our Cleaning Teams to report and resolve problems in Communal Areas
We didn't make it clear what to expect when you reported anti-social behaviour.
We are implementing a procedure that will make our process clearer. We are also increasing partnerships/multi agency working for earlier resolution and have introduced internal mediation training.
Complaints and Feedback
October - December 2018
How to make a complaint
We aim to provide an outstanding service for our customers. However, we understand that sometimes things go wrong and you may be dissatisfied with the service you have received. We want to put things right together as soon as they come to our attention.
If you remain dissatisfied about the decisions, actions or failures of Flagship or RFT, after we have had the opportunity to put things right, we will handle your issue as a complaint.
You can contact us by using one of the methods above.
Once we receive your enquiry, a member of our staff will investigate the problem and try to find the best way to put things right, ensuring you understand what is happening and when.