You said, we listened: How we have listened to you, and used your feedback

Throughout the magazine you will have seen that your involvement has influenced Great Places’ services. Your input is vital to ensure that we are putting the voice of our customers at the heart of everything we do.

Repairs Review

Thank you to everyone who recently gave their views about our Repairs Service. We are now reviewing our Repairs Service after customers told us that this was one of their priorities as part of our Corporate Priorities consultation, this time last year. We’ll keep you updated over the coming months about what will change and when.

Major Adaptations

Last year we got in touch with customers who applied to have a major adaptation carried out in their home to make sure that the process from the point of applying for an adaptation through to having the adaptation work completed is as easy as possible. Thanks to everyone who took the time to give their feedback, we really do appreciate it.

After reviewing all of your feedback the Adaptation Project Team highlighted a number of improvements which include:

introducing more regular communication with customers including regular updates to customers who are in the process of applying and waiting to have the work completed in their home;
updating our adaptation information on the Great Places website which will include a new Frequently Asked Questions (FAQs) section;
working with our Local Authority partners to achieve consistency for our customers throughout the process.

Customer Experience Strategy update (Putting customers first)

Last year we asked customers what was important to them when they deal with us. We also asked colleagues at all levels of the organisation what they thought and consulted with our Customer Committee. Our final consultation was completed in January and we are now gearing up to launch our new Customer Experience Strategy from April 2025.

Last year we also consulted on our Customer Voice Strategy (How we listen to and use the voice of our customers) and what became apparent through both consultation exercises was that customer voice needed to be woven throughout the Customer Experience Strategy and not part of a separate strategy. This is because both listening to and responding to customers should go hand in hand with how we design and deliver services to ensure the best possible customer experience.

So, thank you to everyone who provided feedback, our new strategy will respond to what you told us is most important to you, which is:

Watch out for our new strategy coming soon.

Tenancy Management

Whilst we plan to consult customers about all areas of our Tenancy Management policy before the end of the year, we recently asked customers which parts of this were most important. Using their feedback we have already consulted customers about what Great Places should do about abandoned homes, and will next consult about people not letting us in to their homes for essential safety checks or maintenance.

Pests - Depending on where you live, pests such as mice, fleas and cockroaches can be a problem in even the cleanest home. Customers who have reported a recent issue with pests have helped Great Places to prioritise which pests we should deal with and to tell us what attitudes and behaviours they expect from our new pest control contracts.