Listen to our site
We strive to deliver an excellent service to all our customers and we know we can always do better and improve. You've told us what has worked, what hasn't and what could be done to better improve our services for our customers. We have listened to the feedback and implemented new ways of working.
You said...
- A tenant complained about a hole in her pathway which causes rainwater to pool and restricts her from leaving her property and that a recent repair had not resolved the issue.
We did...
- We explained that we had inspected the paving after the complaint was received and could not see any issue but this would be revisited when there is heavy rain.
You said...
- A tenant complained about the poor standard of the stair cleaning service in the block
We did...
- The close cleaner attended and spent several hours ensuring the close was cleaned to the required standard. The supervisor agreed to personally inspect the close after cleaning for the next few months to ensure it's completed to the required standard.
You said...
- A tenant complained about the lack of external wall insulation for the building as her home was cold.
We did...
- We explained that we are actively pursuing potential future funding for external wall insulation and we raised a work order for repairs to the windows to address any draughts.
You said...
- We received a complaint about the length of time to repair a close door lock after it was vandalised.
We did...
- We explained that the repair had been completed within the timescale for routine repairs and requested further information on whether there were still any issues.
You said...
- A tenant complained about the lenght of time taken to carry out repairs required to the medically adapted shower tray and doors seals in the bathroom.
We did...
- We explained that we had arranged the repair with our contractor who had been making attempts to gain access to complete the work within timescale and that a repair date had now been arranged.
You said...
- A tenant complained that it took 3 hours for a joiner to attend after the tenant was locked out of the house
We did...
- We explained that ng homes repairs attendance target for emergency repairs is 4 hours therefore City Building attending within 3 hours is within timescale.
You said...
- A tenant refused access for a gas service as he said that he did not have any notice of it.
We did...
- We obtained a copy of the letter sent to the tenant by City Building to advise of the gas service and arranged another appointment.
You said...
- A tenant complained that a contractor had damaged her table during works carried out in her kitchen.
We did...
- We contacted the contractor who arranged an appointment to repair the table.
You said...
- A tenant was not happy that a contractor had carried out a plasterwork job to the property but the contractor had advised that they were unable to plaster part of the wall as it was wood.
We did...
- We arranged for a post inspection and explained to the tenant again that the wooden panel cannot be plastered. The tenant had previously misunderstood what they had been told.
You said...
- A tenant complained about not having received an offer of a property despite having submitted a transfer application some time ago for a more suitable property.
We did...
- We explained that the size and type of property required is very low turnover. We encouraged the tenant to apply to other landlords and provided a list of Registered Social Landlords. We also suggested the tenant get in touch with an occupational therapist to see if any adaptations could be made to the corrent property to make things easier.
You said...
- A tenant was not happy that 3 electrical appointments were made by the contractor but had been cancelled without informing the tenant of this.
We did...
- We apologised to the tenant and instructed the contractor to ensure all appointment dates are sent to ng homes so that tenants can be notified should they be cancelled.
You said...
- An elderly tenant was left without temporary heating when her heating and electricity was faulty as the contractor had not offered her temporary heating while awaiting a part to do the repair.
We did...
- We apologised, arranged for temporary heating to be delivered and held discussions with the contractor to ensure temporary heating is offered at all times when a tenant’s heating is not working.
