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.
- 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 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.
- A tenant was unhappy that a contractor removed the screws from the attic hasp when attending to a leak
- We arranged for the attic to be resecured and the contractors were instructed they should collect a key for the padlock from ng homes when working in the attic.
- A tenant was unhappy as she had said she had contacted us several times in relation to an arrears letters received and no-one had called her back
- We contacted the tenant to discuss the letter and advised that the Housing Officer had been on annual leave so had not received the message to call tenant. Staff were instructed to send emails to the Duty Inbox so that another Housing Officer can pick message up when a member of staff is on annual leave.
- A tenant was unhappy with the amount of call outs for a recurring repair as well as an ongoing squirrel problem.
- Our contractor advised us that there had been multiple no accesses to the property which contributed to the time taken to identify the issue. Arrangements were made for a specialist to attend to investigate issues and the loft space to be inspected to see where squirrels could be entering.
- A customer complained about a lack of investment work being carried out in her kitchen and bathroom after it was assessed for work.
- We explained the delay was due to the assessment taking place the week the Covid 19 restrictions were implemented and that kitchen and bathroom renewal has now been rearranged.
- A customer complained there was a lot of dust and mess left behind in the close by the contractor during kitchen, bathroom and rewires.
- We arranged for a deep clean of the close to be carried out once all the works in the close were complete. The contractor has taken this on board and will ensure that the jobs are checked at the end of the night and the closes are clean and clear.
- A customer was unhappy with rubbish that had been left behind by a previous tenant and a contractor working on behalf of ng homes.
- We apologised for the delay in the contractor emptying the bins after void and followed this up with contractor.
- A tenant was unhappy about the mess and damage left behind by the contractor after renewal of plasterboard.
- We arranged for the contractor to attend to apologise and discuss a resolution with the customer. The customer was happy with the outcome.
- A tenant complained that after being asked to allow access to contractors to the close so they could pick up tools left in empty flat, the contractors then wedged the close door open and left the premises allowing anyone to access the close.
- We apologised and asked for new fobs to be supplied as a matter of urgency and explained to the contractor that the door can be held open when transporting tools and materials to and from the flat but at no other times. The tenant was happy with the apology and explanation.
- An owner complained that she had received an invoice for her share of the gutter cleaning but was refusing to pay it as she claimed that the contractor didn't clean up the dirt which was left behind when carrying out the work. The owner cleaned up the mess and was unhappy because she had just previously paid to have her slabs cleaned.
- We apologised and explained that we would be crediting the amount charged to the owner’s factoring bill and asked that in future she contact us as and when any problems like this happen. The owner was happy with the outcome.
- A complaint was received regarding continuous flooding problem from common drains in back court over 6 months which had not been resolved.
- The repair was attended to and the repairs team have now set up a weekly report showing more than one visit to any of our properties to highlight any repeat issues.
- A tenant complained that contractors were making a lot of noise in the loft area, dust was coming down into the kitchen and tenant had not been advised that any work was to be carried out.
- We apologised for our contractor not following the procedure of notifying residents in advance of works. The contractor confirmed they had now sent a letter to all residents affected. In future ng homes will ensure contractors do not omit to advise tenants in advance of all works commencing.
- A customer informed us that we was unable to get through to us on the phone at 6.30pm.
- We arranged for more out of hours phone lines to be raised by our IT department.