Your feedback is key to helping us improve our services | Tenant news

The lessons we learn from complaints play an important part in the improvements we make to our services and help to ensure that you feel happy about your home.

In the last quarter of 2021 (September to December), the majority of tenant complaints were related to housing management, repairs and maintenance.

We know that these areas continue to be important concerns for Habinteg tenants and as a result, we’re working on the following service improvements.

Housing management

On the basis of these complaints we will ensure we give greater priority to tenants with an occupational therapy report.

We will also make sure that we include news about improvement works we’re doing in both wheelchair accessible and general needs properties in future newsletters.

Repairs and maintenance

We want to ensure your repairs are completed as quickly as possible and to a high standard.

As a result of reviewing complaints about repairs, we will:

• renew components whenever a commitment has been made to do so
• process compensation payments whenever tenants are eligible for one, without you needing to make a formal complaint
• ensure we communicate better with you whenever we’re aware delays are expected to  a repair or if your gas appointments have been re-arranged by the contractor
• make sure we stick to our repairs timeframes
• remind our contractors of the conduct expected of them when they’re in tenants’ homes – including wearing identification.

You can learn more about complaints and how you can expect them to be handled in our Complaints Service Standard.