Welcome to your August newsletter from Thrive!
In June, we published our complaints report and Tenant Satisfaction Measure (TSM) performance for our customers and the Regulator to read on our website.
We’re always looking at ways to improve your experience while keeping to our service standards outlined in the Thrive Deal. These results help us to understand where we’re doing well and what we need to improve.
Some of the key areas we know we need to work on are:
- getting back to customers when we say we will and keeping you informed
- improving how we keep a record of issues and activity.
By identifying what we need to improve on, we’ve been able to look at what our key focuses for 2024-25 need to be. These include:
- Our repairs service. In particular, how long it takes to get an appointment and how we communicate with you about this.
- Our cleaning & grounds maintenance services. By reviewing the contracts and finding out what’s important to you when doing this.
- Upgrading some of our communal door entry systems.
By centralising our complaints team, we hope that this will improve your experience by:
- improving the quality of our complaint responses
- making sure we keep you informed throughout the complaints process, so you know the actions we’re taking
- identifying the actions required to resolve the complaint quickly.
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Changing the way we identify issues in your home
Keeping your home safe and well maintained is important. When we identify issues early on, it helps us to do this.
You may notice a change in our visits in the future. We’ll be asking more questions at your routine appointments, and you can find out more about this in the full newsletter below.
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Your feedback matters
Recently, we’ve been working with customers to help shape the future of our cleaning and grounds maintenance services. You told us what you would like to see from the new contracts and how we can improve moving forward.
Some of the things we know are important for customers are:
- the quality and consistency of the visits
- the cost
- the way we monitor and spot check visits.
With inflation high, we are expecting to see a rise in costs and are carefully reviewing the requirements of the contract to make sure we secure the best . This means we’ll be comparing the service provided against the monthly charges, helping us to balance the service quality and the cost.
Until the contract is renewed, there will be no major changes to the service. We’re still working to meet our service standards by focusing on:
- quality assurance and spot checks of sites
- recalling contractors when there have been missed or poorly completed visits
- having regular meetings with contractors to tackle any issues and keep you informed early on.
By using customer feedback, we can make sure that we consider your views when working to get these new contracts in place. Our Thrive Customer Voice members will be the first to hear about how we’re acting on this feedback and we’ll share more in the coming weeks.
We want to make sure our newsletters keep you informed on things that matter to you, so if there’s anything you’d like to hear about let us know.
Jo Barrett
Executive Director Operations
