Customer Service update
Complaints and compliments
Your feedback is essential in helping us continually develop our services for you.
If you’re interested in the complaints and compliments we’ve received, and how we dealt with this, please click on the links below:
- Complaints Performance July 2024 – Sept 2024
- Compliments Performance July 2024 – Sept 2024
- You Said We Did July 2024 – Sept 2024
Complaint Satisfaction Surveys
As always, we’re committed to giving you the best possible service. Any feedback you give us, whether it’s positive or negative, is important to us.
We can also learn from our customers’ experiences of putting in a complaint, and we’ve recently started to send out surveys to gather feedback on this and we’d like to share what you’ve told us.
Out of all the surveys issued, we received a response rate of 28%, which is really encouraging. Below are the results to the questions we asked:
As a result of these responses, we’ve made some changes to the wording in the questions in the survey to make it easier to understand. We’ve also asked staff to:
- Inform tenants when they are logging a complaint for them
- Inform tenants the timescale for us responding to their complaint
- Listen to your views and inform you what information was considered when handling your complaint
- Explain the outcome of your complaint and check that you fully understand it
If you would like to contact us online to provide feedback on our performance, please click here.
Or you can call us on 0300 123 2640, or email us at customerservice@hillcrest.org.uk.
Digital Repairs Satisfaction Survey
Thank you to everyone who took the time to complete the Repairs Feedback Surveys following a repair. We received around 25% response rate, and we’ve received some valuable feedback on what we can do better and where we have done well.
From 1 July 2024 to 30 September 2024 the feedback was:
Overall satisfaction of works carried out by Hillcrest Maintenance:
It’s fantastic to see that 97% of tenants who responded were satisfied with the repairs service and the quality of work carried out by Hillcrest Maintenance.
We are also pleased to see that 98% were satisfied with the customer service advisor they spoke to at Hillcrest when reporting the repair.
For work carried out by an non-Hillcrest Maintenance contractor, this has improved with 96% satisfaction with the overall service and 96% for the quality of their work.
We can see that you found it more difficult to report a repair with other non-Hillcrest contractors. We hope this will improve over the next few months due to changes we’re making to the out of hours repairs service.
Compliments about repairs work
The compliments written about our trades staff and customer service advisors are always appreciated. Below are a few examples of what our tenants have said:
- “The joiner was absolutely lovely! Even explained to me how to prevent the same issue from occurring, such a friendly person!”
- “Great service and the plumber was lovely and very helpful.”
- “I phoned and the advisor was very friendly and booked an appointment to suit me.”
- “The workman showed empathy to my experience and made me feel safe again.”
- “The Painter was punctual, polite and did a good job!”
“The repair person was absolutely excellent, very polite, very quick and efficient, 10/10.”