Customer Focus

We received 145 compliments - the comments included:CF-Phone-Calls-etc-CSC-

“Thank you to everyone that was involved from Customer Service Centre, Repairs, Aids & Adaptations and especially Environmental Health. I am overwhelmed with the service I received. It has changed my life.”

“Thank you for the service yesterday from the two workmen, who turned up in the pouring rain to repair my back fence; brilliant job and the service was fantastic. Also to the electrician who came out this morning. I could not fault the service.”

“I had a new roof recently and honestly couldn’t fault the guys! Everyone was extremely polite and friendly and the work was done quickly. Anyone who came round always knocked and explained who they were and what they were doing. I was made to feel completely at ease and any questions I had were answered straight away. A great job done by all!”

“I am very grateful for your help with my housing. I have severe ME and am bed ridden most of the time. I am truly grateful for theCF-Response-Time council’s help, but most of all to the housing department.”

  • Housing received 812 complaints in 2016/17, which is 58 more than those we received in 2015/16.
  • Eight customers contacted the Housing Ombudsman. The Ombudsman agreed with our decision concerning 7 of the cases and awarded a small amount of compensation for delays for one case.
  • We aim to close 95% of complaints within our target deadlines and we achieved 92%. We are working with the housing service teams to improve this performance.
  • The average time taken to respond to your complaints was 8.44 days
  • 100% of customers were satisfied with the way we handled their complaint

The top categories for complaints were:

Damp and condensation 11%
Gas maintenance 10%
Empty homes 7%

We review all complaints received to learn from them and improve our services. Some examples of this are set out in the 'You said, we did quotes'.

Go Online

31.8% of our customers already have an Online Customer Account. They can view their rent account balance and recent transaction history. They can also see their repairs, including appointments they have made, along with their personal information. Use the link to register:

You said
Our Mutual Exchange application forms were not clear and were difficult to fill in.
We did
We produced a new form which is available in the Customer Service Centre and on our website.

You said
Our written communications are not always clear or easy to understand.
We did
We're training our staff to improve the standard of letters that they write to customers. Managers are supporting this and reviewing some of the written communications before they go out.


You said
When you phoned our Gas Contractor, Liberty it was difficult to get through to find out about appointments and how work was progressing.
We did
The Liberty Gas office has now relocated from Stevenage to Enfield, which is a larger centre with more people available to answer your calls.