You said... We did!

We're committed to listening to our customers so we can improve homes and services, and how we contribute to and invest in our communities.

We're acting on the feedback from complaints and all surveys across the business.

This means that when you talk to us, we will:

  • Take action when we can
  • Explain why we are unable to do something
  • Let you know if we've not managed to achieve what we set out to.

This page contains all the latest updates on what you've been telling us and the actions we've taken as a result of your feedback. 

During Q1 & Q2 2024, You Said...

We enjoy the Family Fun Days and would like to see more events like these.

We have planned another exciting line-up of Family Fun Day events this summer at various locations. Due to the success of previous events, we’ve increased the number of volunteers to ensure everything runs smoothly and everyone can enjoy the day. Please see our website and social media pages for details of Family Fun Days close to you.

We’ve had ongoing issues with repairs that need more attention (Leaseholders).

We’ve assigned a dedicated person from our Leasehold team to monitor and resolve these issues using our new CRM queue system. Additionally, we’ve set up regular catchups with the repair scheduler to maintain a proactive two-way communication, ensuring that jobs are completed successfully.

We want to know more about how you track and highlight your community involvement, especially volunteer hours.

We now regularly gather and report volunteer hours for all community activities, showcasing these as key performance indicators to our Executive Leadership Team (ELT) and Board scorecards. We’ve also shared an inspiring case study from one of our dedicated volunteers.

We value training that focuses on customer needs and effective communication.

We have participated in “Putting People Before Process” workshops which have been invaluable in helping us focus on customer needs and evolve our communication strategies. We’ve also shared this feedback across the business and gained valuable insights from the Futures Complaints Forum.

We want you to listen to our feedback and make changes to how you communicate.

After attending a writing workshop, we’ve listened to feedback from our Complaints Special Interest Group and Creative Bridge. We’ve made several changes to our approach, shifting from a passive to a more personal and engaging tone in our communications. We highly value face-to-face feedback from customers who have made complaints, as it helps us better meet your needs.

We want to ensure your complaints policies are fair and reasonable.

We’ve updated our Compensation and Complaints Policy, along with our Unacceptable Behaviour Policy, to align with Housing Ombudsman guidelines. These updates ensure that compensation and complaints are handled fairly, all policies are available for review on our website.

We like the support given in the community to help reduce social isolation.

One of our successful initiatives has been the Coffee Connect programme, where we bring free coffee and conversations directly into our communities via our Coffee Connect vehicle. This initiative has been a great success in reducing social isolation. Due to its huge popularity and impact, along with further grant funding, we have now expanded the range of locations we will be visiting in 2024, reaching even more areas within our communities.

Chestnut Grange - You Said, We Did 2024

Clearer information and flexible options for dining.

We launched a new menu with same-day options and printed clear opening times. We’re also exploring card payment options.

Inconsistent opening times and low demand for the shop.

The shop will transition to a Community Pantry offering free items from June 3rd, with better stock visibility and support from residents.

Confusion and underutilisation of hairdressing services.

We’re working with internal teams to clarify and improve the hairdresser services and exploring options for a visiting beautician.

Issues with music volume and hours.

We’ve reached a compromise on volume and will continue to review and adjust based on resident feedback.

Odours and safety concerns in the bin room.

We’ve conducted a deep clean, adjusted extraction fans, and scheduled regular maintenance to address these issues.

Concerns about staff availability and service.

We’ve hired a consultant to advise us on how to improve services more widely and have now appointed an interim Scheme manager.

Security and maintenance issues in communal areas.

We’re addressing these concerns and enhancing security measures, with updates to be provided later.

Inconsistent activity provision.

We’re reviewing the activity provision and will report back with improvements.

Heating and ventilation issues.

We’ve implemented daily checks and made adjustments to the heating and ventilation systems.

Concerns about bin store access and ventilation.

We’ve noted these concerns and passed them to the Tyldesley Court project group for further action.

During December 2023 - March 2024, You said...

Quicker response times when calling into the business

Call wait times during busy periods can often result in our customers waiting longer than we would normally like before being able to help with their enquiry. To help manage customer expectations during these busy periods, the caller is informed of their current queue position to help determine how long their wait will be. In addition, if the call is made later in the afternoon towards end of office hours, the addition of a call wait time is specified to help determine if ringing back or sending an email as an alternative is the preferred option.

Comprehensive voice message information is also provided outside of hours for any customers who require urgent heating repairs services, giving the contact details for our contractors PH Jones.

Following customer feedback, we have also improved our security screening system, which is used to ensure we are speaking to the customer identified on the call. This process has now been streamlined to reduce the number of questions asked without compromising the security which protects our customers confidentiality.

 

We love the support services you bring out and about into the community, and the difference this makes.

We continue to be committed to finding new ways in which we can support our customers. One of these has been the great success of the coffee and connect program, where we take free coffee and conversations into our communities via our Coffee Connect vehicle all with the aim of reducing social isolation. Following the huge popularity and impact of this project and the further grant funding awarded, we have now expanded the footprint of the locations we will be visiting in 2024, going even further afield into our communities.

In addition, the community fridge program will be out and about with our coffee trailer providing food to alleviate hardship for residents who are most in need, supporting people and families who may be experiencing unexpected and unplanned financial difficulties.

 

The cost-of-living crisis continues to be a worry for many, adding a huge amount of financial pressure!

As part of our cost-of-living support program, our customers can now pay less for what they already buy online and in store with our free Housing Perks app. Use it to save money on everyday essentials like groceries, car fuel, clothing school uniforms and equipment, home furnishings and DIY even family days out. This gives up to 18 per cent discount at many favourite stores including Asda, Sainsburys, B&M, Argos, Primark, B&Q, Sports Direct and much more. It’s free, quick, and easy to sign up and available to all our customers (tenants, shared owners and leaseholders).

The Helping Hands project has now been supporting our customers who are most in need for over fourteen months, with a total of one-hundred-seven applications having been made. The project was launched in January 2023 and have been helping to support people and families who may be experiencing unexpected and unplanned financial difficulties. Following the success of this project Trent & Dove is pleased to confirm funding has been secured which we hope will provide relief for many in need throughout 2024. Details on how an application can be made for this support type can be found via our website or by contacting the Tenancy Sustainment team.

 

If I make a complaint, and I’m unhappy with the outcome what can I do?

From April 2024, the Housing Ombudsman’s complaint handling code becomes statutory for English registered providers. This means landlords will be obliged by law to follow its requirements. In the run-up to this change, we have been working with our Complaints Special Interest Group and the Customer Committee with an aim to update our policy, but furthermore specifically provide an easy read version by way of simplifying the language used making the document easier to understand. This is now available to all our customers.

 

I’m not available during daytime working hours to be at home for my boiler to be serviced.

PH Jones our gas service and maintenance providers are now able to deliver our customers with the following flexibility to undertake works.

  • All weekdays, except bank and public holidays between 08:00 hours to 17:00 hours plus the availability for extended working time each evening up to 21:00 hours.
  • Saturday and Sunday, pre-arranged appointments can be made available between 08:00 hours and 16:00 hour for annual safety/service programmes.

During August – October 2023, You said...

We want a quicker response time to a query about a repair

We've now introduced both our new repairs policy and our chargeable repairs policy.

These provide our customers with more in-depth clarity on our response times. They also introduce our new five-level priority system, with an aim to both help manage repair workloads and customer expectations with repair turnaround times.

These policy changes will feed through to our customer services system.  

 

Carry our more maintenance work, before the need for a repair is required

As part of our preventative repairs approach, we're introducing a MOT programme to sit alongside our planned maintenance works. 

Where we have properties that haven't reported any repairs for the last four years, we'll look to carry out inspections to assess any works required, where possible. 

 

We continue to be very concerned about issues with damp & mould

Our repairs operatives and surveyors are now all trained to look for damp and mould when visiting customers' homes and to report these issues back as standard practice. 

They also carry advice leaflets to help inform customers on steps they can take while waiting for any issues to be addressed. In addition, the leaflet and a dedicated film help customers to spot the signs of damp, mould and condensation and how to tackle it and prevent it.

More about damp and mould

Following recent government legislation relating to Awwab’s Law, our new trainee surveyors will visit our most vulnerable customers to check for any damp and mould issues.

We will advise more on this programme soon.

 

We need a quicker assessment time for adaptation requests

Due to the extremely high numbers of our customers (approximately100+) currently waiting for adaptation assessments, we've partnered with the relevant local authorities to help signpost referrals to their local Occupational Therapist.  

This approach aims to help deliver a quicker assessment turnaround. All customers impacted will receive a phone call followed by a letter, and we very much hope this partnership will help manage both our customers’ expectations and support their needs in this area. 

 

What happens with any outstanding defects for my new home which haven't been addressed by the end of the warranty period?

We've introduced a new and improved procedure for end-of-defect inspections. Under this, we will provide all residents of newly-built properties with a list of all outstanding defects at the end of the 12-month defect inspection. This will include a record of completion dates for any repairs identified, which will be shared within four weeks of the inspection.   

This procedure will be implemented rigorously in future sales, ensuring the quality and safety of the homes we provide. Additionally, we will incorporate these specifications into our contract documentation for new schemes. This will ensure that consultants and contractors have a clear understanding of our requirements and expectations.

 

We love the Coffee Connect van, plus the Trent & Dove presence it gives in the community

In 2022, we were awarded a Healthy Partnership Grant, which, with the help of Support Staffordshire aims to make a difference to the health and wellbeing of Staffordshire residents.

The grant led to the launch of Coffee Connect – where we take free coffee and conversations into our communities via our Coffee Connect vehicle all with the aim of reducing social isolation. 

Following the huge popularity and impact of this project, further grant funding has been awarded. We now have a new Coffee Connect trailer, which is our new replacement to the hired van. It has a slightly different look with more of a community feel, however, we wanted to keep it orange as it identifies with customers.   

For all the latest updates on where our Coffee Connect vehicle will be, along with lots of other community projects and events that are happening in the local area, our customers can follow us on Facebook or visit our website page. 

 

I didn't expect the installation of my new bathroom/kitchen to be so messy, is it possible for the process to be less disruptive?

Before any works start at a property our investment team carries out a customer induction process. This is used to explain that unfortunately works of this nature can often result in disturbance to the property during this time, with the outcome being a level of dust and debris.

However, we have recently invested in a new dust extraction system to help minimise disturbance of this type following the feedback received from our customers.

 

How seriously are customer complaints taken?

We value all customer feedback, whether that be through a complaint received or recommendation. 

We're fully committed to a path of continuous improvement to ensure that our customers receive the service they deserve. We have recently started a special interest group that meets regularly to discuss complaints received and how we can use this information to improve our services. 

We are also currently reviewing our complaints policy, part of this will be to create user-friendly guidance for our customers' use.

 

The cost-of-living crisis continues to add a huge amount of financial pressure, can you help in any way?

We continue to be committed to finding new ways in which we can support our customers.

Following a recent presentation to our Customer Committee we will shortly launch a trial of a new online platform, known as Housing Perks. The platform is accessed via a free mobile app and offers discounts of up to 18% on day-to-day purchases such food and fuel.

We also continue to offer support by our two community fridges and community cafés, plus our new partnership with Holland & Barrett, which ensures that short dated/discontinued goods are distributed to those in need rather than being sent to landfill.

Finally, there is also our hardship funding programme called Helping Hands, which was launched earlier this year, with the aim of alleviating hardship for customers who are most in need. It supports people and families who may be experiencing unexpected and unplanned financial difficulties. Details on how an application can be made for this support type can be found here or by contacting the Tenancy Sustainment team.

During April-June 2023, You said...

We want an easier way to share documents with you

We did...

Following the launch of our new customer portal, the most recent update has enabled customers to upload documents relating to their housing application directly to the portal. This means they can do this at a time and place of their choosing rather than calling or emailing.

 

We're concerned about damp and mould

We did...

We're working hard to ensure no customer has to experience the ill effects that the presence of damp and mould can have in their home.

We’ve created a leaflet and a film that will help customers identify and understand the causes of damp and mould. As well as how they can prevent and tackle it and report concerns (no matter how small) to any member of our team.

 

What support do you offer concerning the cost of living crisis?

We did...

We're committed to finding new ways to support our customers.

In addition to our two community fridges and community café, we've partnered with Holland & Barrett to ensure that short-dated and discontinued items are distributed to those in need rather than being sent to landfill.

To ensure we reach as many customers as possible, we’re taking the Community Pantry out on the road, sharing produce with customers via our Coffee Connect van and at community events.

 

We're struggling to get through on the phone

We did...

We’ve introduced a call waiting system that enables customers to make an informed decision as to whether they’d like to wait in the queue or contact us via another channel.

In addition to an extensive recruitment campaign, we're currently increasing the different ways that customers can contact us. With ongoing updates to the customer portal and a new website (launched September 2023) giving customers enhanced and improved access to source information and contact us.

 

We need clearer information on customer responsibilities vs Trent & Dove's

We did...

We've worked with members of our Customer Committee to draft and approve a repairs and maintenance policy, clearly outlining our commitment to you.

This will be available during September 2023 and will allow us to more effectively work with customers to deliver a great service.

During January-March 2023, You said...

We want to be able to see our rent balance and pay online

We did...

Our new customer portal, My Account is now being rolled out to customers. Once registered, you'll be able to view your rent balance and statement, and pay online, as well as more functions on their way this year.

Find out more

 

We want to be listened to and more involved in decision making

We did...

The Customer Committee has been giving feedback on the independent living strategy, repairs policy and rent policy.

The new special interest groups and grants panel have been formed to allow customers to be more involved. Some customers have also been sent surveys since Christmas on updating the Grounds Maintenance contract and Burton reception opening times.

More information on how you can make your voice heard across the organisation can be found on our Louder & Stronger page.

 

The shared ownership process needs to be clearer

We did...

The process has been updated and every application for a shared ownership property must now have a 'mortgage in principle' in place to ensure all applications can run as smoothly as possible.

 

We need more support with the cost of living

We did...

We've introduced our Warm Spaces project, providing warm spaces in our community cafes as well as providing low-cost or no-cost meals.

Our community fridge is up and running at both community cafes, and a Helping Hands Fund has been launched to help customers with emergency costs.

For areas outside the reach of our community cafes, there is support via the Coffee Connect project visiting communities. For more information on this please see our Cost of living support pages  and follow us on Facebook.

During October-December 2022, You said...

More board members who understand and talk about mental health

We did...

Trent & Dove has been recruiting volunteers to join our new special interest groups – one of which is for mental health.

The purpose of this group will be to feedback information regarding mental health and the voice of our customers about this topic to our Customer Committee and board.

For more information and the ways you can get involved, see our Louder & Stronger page.

 

Better access for emergency services and parking at Highwood Court

We did...

A wall is due to be removed to allow better access, and an extra parking space will also be created.

There are new signs in the car park, providing clearer directions for residents, visitors and carers.

 

I'm having issues with getting a refund for my garage account

We did...

There is now a new process in place set up for future queries regarding garage refunds, making it easier for customers and staff.

 

More information should be provided when purchasing a leasehold property

We did

A new leaseholder handbook is available. This is also sent to leaseholders who buy a property on the open market where Trent & Dove owns the Freehold.

You can see more information for leaseholders and a digital version of the handbook, here. 

During July-September 2022, You said...

We live in Dove Court, our homes are too warm in the summer

We did...

We've conducted surveys with the residents at Dove Court and have consulted on options to improve the situation. 

 

I need support filling in forms and a face-to-face appointment

We did...

To access support please call 01283 528 528 or email enquiries.fromthepublic@trentanddove.org
Additionally, our reception in Burton is open on Monday — Friday 9am until 5pm.

More contact for shred owners after we move in

We did...

Our shared owners now get a welcome call from a member of our Income Team about a week after they move in. Following this, our new Leaseholder Team will happily deal with any of your queries.

 

We want to be listened to more and our views be acted on

We did...

We're currently doing a survey with residents at our supported housing for older people schemes to understand their views on the current pet policy. This is following some residents raising concerns whether dogs or cats should be allowed at the schemes.

 

We want to be able to read your website on our mobiles in multiple languages

We did...

Our website now has the capability to be translated into 28 different languages, enabling our customers to have a much easier and more accessible experience.

In April-June 2022, You said...

There has been an increase in fly-tipping in my area

We did...

We made changes to the way we report fly-tipping on our systems which means when we're notified of any incidences of fly-tipping, we can respond much faster.

 

Listen to more customers

We did...

We're introducing our new Customer Committee and will be having more focus groups and surveys to increase the voice of our customers.

 

Support with loneliness and isolation

We did...

We have a new befriending service – and with more volunteers coming on board recently, we can connect and support more people. For more information please see our  community & support pages. 

 

More support and a better offer for older people

We did...

We're currently working on our new older people’s strategy and setting out our priorities. As soon as this has been completed we'll share it with you.