We are committed to listening to your views and acting on them to improve our services. The complaints and compliments we receive are an important way for us to learn and make changes.
Here are some changes we have made to our services as a result of your feedback:
- Communication – We have delivered organisation-wide customer service training to help improve how we communicate with you.
- Tailoring our services – We have updated our processes to ensure the services we deliver take into account your individual circumstances.
- Damp mould and condensation (DMC) - An increase in complaints relating to DMC resulted in us introducing a dedicated team who now manage DMC jobs and complex repairs through to completion. Inspectors also have new tools to identify the root causes of DMC issues faster.
- Repairs Booking System - We can now book follow-on repairs during the initial home visit, reducing the need for callbacks. As part of our commitment to delivering great customer service, a key priority in our Corporate Plan, we have introduced feedback cards. After a visit, our operatives will leave a card at your home, giving you the opportunity to share your thoughts instantly and help us continue improving our services.
Our repairs operatives consistently receive the most compliments from tenants, reflecting their dedication and hard work. Whether it's their professionalism, friendliness, or the quality of work, they go above and beyond to provide a great service.
We welcome your complaints and compliments to help us continue improving our services. Call 0800 953 0213 (option 6), email complaints@communitygateway.co.uk or click here.
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