You told us that sometimes you are unclear on what will

happen next to resolve your case.

We have provided additional training to staff to make sure that the stages of the case

are explained clearly from the start and you are kept

informed about what will happen next.

You told us that Youth anti-social behaviour

and gangs are a particular issue in some

neighbourhoods.

We have delivered a number of projects aimed at young

people (such as Change Your Choices and Enthusiasm For

Life) to prevent anti-social behaviour in our neighbourhoods.

You told us that we haven’t always taken your

needs (eg. due to disorders such as Autism)

into account when responding to anti-social

behaviour complaints.

We are working with our partners in the local health

service to better understand how we can tailor our approach to meet our

customers needs.

You told us that complaints aren’t always handled consistently. It can depend on which person you speak to

whether your complaint is logged on the system

straight away.We have provided refresher

training to all front line staff to ensure that complaints are

handled consistently and that all staff are aware of the

process.

My boiler was isolated after a breakdown (or service) but I wasn’t

told what was going to happen next.

Now we ask our gas contractor to let us know every time they have to

isolate a boiler so that we can phone you to make sure you know what is going to happen

next.

You told us that when you reported a problem to the contractor doing work on your boiler, it took longer than you

would have liked to get it sorted.

We have updated our issue log process so that issues are managed more quickly

and any problems the contract can’t solve are sent

to City West sooner.

You said that your new property was not as

clean as you had hoped.

We have introduced a more thorough cleaning process

when properties are empty in response to your feedback.

You said that it took too long for the

property to be ready for you to move into.

To make sure that you can move in as soon as possible, we now do any non essential repairs before you move in.

You said that it is unclear how many visits are

required when you made an appointment.

We have provided a script to planners so staff can explain to

customers more clearly how and when appointments will be

completed. This is also given to operatives so they can answer

queries while completing repairs at a customers property.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You told us that there was a problem with dog fouling in the

area around Wade.

We have sent a mailshot to all customers in Wade

House to identify any pet owners so we can address the issue with them directly.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You told us that you do not feel the cleaning

service in Wade meets their expectations.

We have made some staffing changes to improve standards

and consistency in the way the block is cleaned. We are

also doing weekly spot checks to make sure that standards

are maintained.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You told us that you are concerned about the way that some

residents are disposing of their refuse in the

recycling room at Wade.

As part of the new tenant visits, we are taking the opportunity to remind

customers of the different ways to recycle and dispose

of their domestic waste.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You have told us that you are aware of the recycling facilities in your block but that some people aren’t

using it.We are working with Salford

City Council to raise awareness of the recycling

facilities available and make sure that our customers are informed about the different ways to recycle and dispose

of their domestic waste.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You told us that some of your blocks have a bigger problem with refuse and recycling

than others.

We have identified where these blocks are using intelligence including

satisfaction feedback and this is helping us to target our

efforts to specific blocks and areas.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You told us that some of the cleaning fluids that are being used leave an unpleasant

smell after the cleaning is done.

We have been testing some new cleaning products and

have now changed those we use. This includes products that will actually give off a

more pleasant smell if something is spilled on them.

.

You said that development work is creating issues with the parking at Barton Village.

We have arranged for restrictions to be lifted on a nearby street so that local residents can park for free until the works are finished.

.

You said that the footpath to the

Community Hub has been partially blocked during the works and

so doesn’t provide good access.

We have paid for a new footpath to be installed

whilst the work continues.

I find my rent statement a bit

confusing especially the way

it is laid out.

We have improved our rent statements to make them clearer to read. You will see this

change when you receive your next

statement.