An Exceptional Tenant Experience is part of our GREAT values, we know the impact of our staff actions and want to make you aware of key lessons taken from compliments and complaints we have received that we have utilised to improve our tenant experience.

You said this:

“Thank you for recognising that I was in a difficult situation and for your help in resolving the issues.”

We did this:

A Housing Officer had built a trusting relationship with the tenant, identified a concern, then took accountability and was pro-active in finding a solution.

You said this:

“Thank you for supporting me with my application and showing patience to explain the process to me, I really appreciate it.”

We did this:

A Customer Business Support Assistant took the time to listen to the applicants individual housing needs and was able to communicate to the applicant in a clear way that they were able to understand.

You said this:

“I am not satisfied with the quality of work carried out, the repair was not fixed initially, communications were lacking and the property condition was poor upon my return.”

A tenant reported a leak following a repair to some pipework, there was damage caused to flooring and furnishings and alterative accommodation was arranged while works were carried out.

We did this:

Following a review of photographic evidence the property was found to be in suitable condition and the standard of work was acceptable. However, communication regarding Home Contents Insurance was found to be inconsistent across the organisation and so training for front line staff regarding tenant responsibilities and promotion of Home Contents Insurance was implemented.

You said this:

“Your contractors have been disposing of items incorrectly, I have already reported this and nothing was done.”

The complainant had reported this issue twice before a complaint was logged, this highlighted that complaints were not being logged correctly.

We did this:

A series of workshops regarding complaint thresholds were attended by front line staff, leading to a reduction in reporting errors.

Loreburn departments then monitored the contractors throughout the year to ensure items were disposed of in a responsible way, ensuring performance and standards were acceptable.

We appreciate all your feedback, as it is used to influence and shape services, improving what we do, if you would like to help us further, please complete a compliment or complaint form.

You Said, We Did

An Exceptional Tenant Experience is part of our GREAT values, we know the impact of our staff actions and want to make you aware of key lessons taken from compliments and complaints we have received that we have utilised to improve our tenant experience.

You said this:

“Thank you for recognising that I was in a difficult situation and for your help in resolving the issues.”

We did this:

You said this:

“Thank you for supporting me with my application and showing patience to explain the process to me, I really appreciate it.”

We did this:

You said this:

“I am not satisfied with the quality of work carried out, the repair was not fixed initially, communications were lacking and the property condition was poor upon my return.”

We did this:

You said this:

“Your contractors have been disposing of items incorrectly, I have already reported this and nothing was done.”

We did this:

We appreciate all your feedback, as it is used to influence and shape services, improving what we do, if you would like to help us further, please complete a compliment or complaint form.