We’re listening

• Customers would like better communication about pest control services, including who to contact, what we can and can’t treat, and when treatments would take place. 
• Customers want the contractor to provide easy to understand information on what treatments have been used during a visit, how they might be affected and advice on prevention.  

• Customers who receive a planned service were not always aware what kinds of services they’re paying for. 

We’ve changed this service based on the feedback from this survey.

Improvements include:  

• arranging for pest control contractors to visit later living homes to give advice about pest control 
• improved communications on noticeboards and on the website 
• a pest control contractors report card to be shared after a visit 
• improving how we record and share any medical issues that might mean residents are adversely affected by treatments, so we and the contractor can take extra precautions. 

• Generally, satisfaction with the laundry service is high (78%). 
• Customers rely on their later living scheme officers to report any issues with the machines. 
• Customers have concerns about fire safety with the build-up of lint in dryers.  
• Customers want to know when machines are serviced and cleaned. 
• Customers want the contractor to provide easy to understand instructions for the machines. 

Some of the improvements we’re considering as a result of this survey include:  

• More easy-to-understand instructions for washing machines and dryers to be made available 
• Regular serving and deep cleaning of washing machines and dryers. Schedule to be shared with customers via signing sheet in laundry room. Services to include regular checks for lint 
• Guidelines on laundry room etiquette. Guidelines and expectations to be provided to new residents and displayed in laundry room 
• Clear set of service standards to be produced and published on the website 

• Customers want more communication on the role of new Neighbourhood Officer, what the role covers, who their Neighbourhood Officer is and how to report concerns 
• Residents would like to be present at estate inspections  
• Generally, people feel safe but antisocial behaviour is an issue in some areas 
• Communication response times to be made available and adhered to 

The Neighbourhoods & Building Safety Group told us: 

• We should use noticeboards as much as possible, and keep them up to date 
• Local meetings are good way to communicate area specific concerns 

• Extend door knocking to reach out to those not able to join a local meeting or not on an estate 

• Communicate outcomes and progress updates and tell us when you’ll do something by 
• Consider individual accessibility requirements and adapt communication to meet needs 

We’re trialling different ways of increasing and improving communication about where you live. This includes local newsletters and text updates. 

We’re developing a new set of service standards so you’ll know how long you should expect to wait to hear from us, and how long different kinds of work should take. 

Our antisocial behaviour (ASB) team launched a communications campaign so that more customers know about their service, how to contact them, and how to report ASB. Their message was also that we won’t accept or tolerate ASB in our neighbourhoods and will work with local partners to deal with it wherever possible.