Ways We Listened to and Acted on Your Complaints

Repairs updates

We listened

Your complaints told us that sometimes when we needed to do a complex repair we would complete part of a repair but not keep you updated about when the next trade would be visiting you to complete the work. This is often meant that you had to contact us and remind us that the work was still due.

We acted

We introduced a new process in our customer systems to provide automatic reminders to us that the work was not yet completed. We also introduced a new section to the My Livin app, which allowed customers to track the progress of their repair without needing to chase up appointments.

Air source heat pump guidance

We listened

You told us that we did not provide you with enough information and guidance on how to operate the air source heat pump system in your home.

We acted

We produced a service improvement plan which included providing training to our teams on how to use the systems so appropriate guidance can be given to tenants. We have developed a simplified user guide which has been added to our website.

Aids and adaptations

We listened

You told us that we did not keep you up to date while you were waiting for aids and adaptations to your homes.

We acted

We created a monitoring process for better oversight of outstanding cases to keep you updated. We worked with our partners at Durham County Council to receive monthly progress reports to allow our cases to be updated and so informative updates can be given at first point of contact.

Planned works updates

We listened

You were unhappy with the lack of information given during the planned works programme about what you can expect during the process.

We acted

We developed a Frequently Asked Questions sheet which is being provided to you at the start of the work, including what you can expect and contact information for relevant teams.

Give us your feedback

We encourage you to share your views about the services we provide. We use these to make positive changes.