We understand that sometimes we don’t get things right. We’re always looking to improve our services and what we can do for you here at Homes in Sedgemoor. Your feedback is important to us and if you need to make a complaint you can do so in the following ways:
- Email firstname.lastname@example.org
- Call 0800 585 360 or 01278 552 400
- Send a private message on Facebook
- Visit our reception at Bridgwater House
- Write to us at:
Homes in Sedgemoor,
Your complaint will be investigated by our Customer Focus Manager, Rachel, and the relevant service manager.
We promise to investigate your complaint quickly and fairly, and we will acknowledge your communication within 2 working days. A full response will then be sent to you within 10 working days.
You can read our full Complaints Policy, or contact our Customer Services Team on 0800 585 360 for a paper copy.
Your opinion is very important to us and helps us continuously review and improve our services.
We may contact you by telephone, text or email to complete a short survey if you have accessed our services recently. If you take part you will be entered into a quarterly prize draw to win £50 worth of shopping vouchers.
We also hold quarterly Survey of Tenants and Residents (STAR) surveys, to ensure our customers are happy with the services they receive. You may be contacted by MEL Research, an external, independent company who carries out the surveys, who will gather your feedback. If you take part in the STAR survey, you will also be entered into a separate quarterly prize draw to win £50 worth of shopping vouchers.
We know we don’t always get things right first time, but we are proud that we listen to our customers to continuously improve our services.
We have introduced various initiatives based upon what we have learnt from your feedback, including:
You said … our letters about asbestos were not clear
We have … now updated the letters with regards to asbestos inspections, so it is clear if the inspection is needed for works or if it is a management re-inspection, as required by the HSE guidance.
You said … our standards after specific surveys could be improved
We have … updated our standards for making good following any intrusive surveys for electrical and asbestos works, so we leave your homes as we found them.
You said … support during initial verification could be better
We have … now introduced a process for offering additional support as needed during the initial verification, to ensure that all necessary services can be accessed as needed, before sign-up day.
You said … our planned works communications should be improved
We have… reviewed and improved our processes for communicating with customers prior to planned works within your home.