Talk to us 0300 365 3100

Talk to us 0300 365 3100
Talk to us 0300 365 3100
We’ve reviewed tenant complaints we received between 1 January 2022 and 3 March 2022 and have identified five key themes for improvement that we want to tell you about.
Improving our repairs service
Automated text messages
Your feedback highlighted that the text in automated text messages from Habinteg needs to be clearer about when a repair will be completed.
The feedback also suggests that each text message would be clearer if it contained a short description of the repair e.g. plumbing issue, or electrical fault.
We’re currently reviewing the content of the automated text messages and working with our suppliers to see how we can incorporate your suggestions
We’ll keep you up to date with the changes we’ve made once we put them in place.
Complaints handling
Feedback from tenants also reveals that some of you feel we can improve the way we handle complaints and how we keep the tenant who has made the complaint updated during the process.
We’ve made some internal changes recently and are pleased to say they’ve resulted in a marked improvement in how satisfied tenants are with our complaint handling.
As part of those changes, we’ve employed a Customer Resolution Officer – Liam Sullivan, whose role includes case- managing complaints from start to finish.
While we recognise there is still some way to go, we’re making progress. The scores for informal complaints in March 2022 show:
If you’d like to give us feedback on any aspect of our service, please visit www.habinteg.org.uk/contactusfeedback .