We welcome all feedback from our customers. While it's always great to hear when we've provided a good service, it's often through complaints and suggestions that we identify where we need to do better.
During the last six months, customers have helped us improve our services in several areas. Here are some examples of changes we've made as a result of customer feedback.
You said
A customer told us that the wet room adaptation works took much longer than expected. They didn’t always know what was happening or who to contact for an update.
We’re doing
We’re improving how we manage more complex home adaptations. We’ll make sure we understand each customer’s needs, provide a clear contact for day-to-day updates, and involve a Tenant Liaison Officer where needed. We’re also looking at how we keep projects moving when key members of staff are away.
You said
A shared owner told us they were unable to access the communal stop tap when a pipe burst in their home. They contacted our out-of-hours service three times but were unable to get help because their home was shared ownership. As a result, they had to pay for an emergency plumber to turn off the water.
We’re doing
We’ve made it clearer what support shared owners can get in an emergency through Avela Home Service and our out-of-hours service. We’ve also improved access to shared services, such as stop taps, to help prevent similar problems in the future.
You said
A customer told us they received information about planned roofing work, but it wasn’t clear what work was planned, whether their home was affected or what would happen next.
We’re doing
We’re reviewing the information we send about planned maintenance to make it clearer what work is planned, whether surveys or inspections are needed, and what happens next. We’re also reminding colleagues to keep customers updated and follow up when we say we will.
You Said
A customer who is hard of hearing told us that an engineer didn’t follow the communication arrangements agreed for their visit. Unfortunately, this meant they missed an important gas safety appointment.
We’re doing
We’ve updated the customer’s records so their communication needs are clearer to engineers visiting their home. We also looked into why this happened and found an issue with how some customer information is shared with our contractors. We’re now working on a longer-term solution to make sure important communication needs are shared clearly and consistently.
We want to make it as easy as possible for you to give us your feedback. You can give your feedback in a number of ways including:
- Face to face, with any SLH colleague.
- By telephone on 0330 303 3000.
- Online here.
- Email us at [email protected].
- Or in writing to: South Liverpool Homes, Parklands, Conleach Road, Speke, L24 0TY.