Complaints, Comments and Compliments
You said...We Did - Autumn 2008
We value your feedback on our services, whether you wish to make a complaint or a compliment. We try to learn from our mistakes and some of the things we have done as a result of your feedback are listed below.
| You said | We did |
| Instead of arranging for a British Sign Language (BSL) interpreter we expected a hearing impaired resident to communicate using pen and paper. | We have talked to staff about using the BSL interpreting service. For pre-arranged appointments where you have told us you need this service we will arrange for a signer. |
| You were left without hot water because our contractor could not access the boiler room to carry out the repair. | Our contractor has issued keys to all their engineers and given details of the "on call" HFI Engineer in case of problems. HFI expects its contractor to resolve such problems and carry out the repair. |
| Sometimes it is difficult to contact the resident liaison officer (RLO) for decent homes work on your home, especially if you are not at home during the day. | We are now advertising the RLO email addresses in decent homes information pack and contractors’ newsletters so you can contact them electronically if you wish. |
We have also received compliments about our staff |
|
| What you said… | What you did… |
| Our new website is user friendly. | We have been working with staff and residents to make improvements. If you have a suggestion please contact us. You can send a comment to our website via "Do it on line". |
| You were entirely satisfied with the receptionist at Holland Walk area housing office who dealt with your query. You valued her patience and advice. | We have provided customer focus training for all staff. We expect all staff to provide a polite and efficient service and we are always happy to hear that you have received an excellent service and will pass on our thanks to our staff. |
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