Get involved
Have your say on our services and influence decision-making across the Trust. There are lots of different ways to get involved - we're making it easier for you to tell us how we are doing and how we can improve.
Lessons learned
Sometimes things go wrong and we want you to tell us when they do. This is because we want learn from our mistakes, and do our best to prevent them from happening again.
Here are some examples of our most recent ‘lessons learned’:
1. We missed an appointment to complete a repair
- We will make sure that contractors are available before organising appointments with you.
2. An initial survey of works needed was not completed properly. This meant that there was a delay in completing repairs and that our customers expectations weren't met.
- We have updated our processes to avoid this happening again. The lead Trades person will now do the initial assessment to make sure we are doing the correct work.
1. We did not communicate delays in grounds maintenance work and reasons for contractors being called offsite.
- We are making sure to post weekly updates on our website.
- We have also made changes to our phone line so you can receive updates and information quickly.
2. There was a delay between a job being rejected and finding a new team to take over the work.
- We will have staff training to make sure that rejected jobs are dealt with quickly and efficiently.
1. We didn't meet a customers expectations due to confusion about works. One family member had been in touch with the contractor to arrange the work, and another family member had complained to us about the works.
- We are working to improve communication between the Trust and our contractors - making sure that they log all contact from you.
1. Our contractor Phoenix, have failed to sort issues with customers heating and hot water - even though they have attended a few times.
- We will look to work with a more experienced contractor to complete the work.