I found it hard to connect my television in my new home We have included information in your Guide to Your New Home booklet about how to connect and tune.

I found it hard to connect my television

in my new home

We have included information in your Guide to Your New

Home booklet about how to connect and tune your

television

After investment works had finished

and the contractor left my home, problems

cropped up that I had to report to City West

We will be writing to customers after the

contractors have left to check that everything is ok so we can sort out any problems

before we sign off the contract

Some of the investment works notification

letters did not make it clear exactly what work

I was having

All notification letters now have to be approved by City West before being sent out to customers to ensure they

are clear

My liaison officer didn’t visit as often as I would like during investment works

Now we will ask you how often you would like us to

visit before works take place.

You gave me a lot of information about my

fixtures and fittings in my new home when I signed

up, but I couldn’t remember all of it when I

needed it We are training our

Neighbourhood Officers on the fixtures and how to

operate them so that they can help you after you have

moved in.

When I call to discuss my rent, I sometimes get a

different service depending on who I speak

to in City West

We have delivered extra training to the teams who deal

with your rent enquiries to make sure you get a

consistent service every time

My ASB case was closed too early and I disagreed

with that decision

We are developing an appeals process for

customers who feel their case hasn’t been addressed and was closed too early. We

aim to launch this in the Autumn.

I did not feel that my ASB case was

investigated fully and I am not satisfied with

the outcome

We will be promoting use of the Community Trigger for these cases. This allows customers to apply for an independent

review of the way the case was handled.

I wasn’t sure what was going to happen after

the gas engineer visited

We now ask our engineers to check that you understand what they have done, and

what will happen next.

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

You said the grass plots around Wade

were looking poor and worn

We have re-turfed the grassed areas around Wade

to make them neater and easier to keep tidy

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

The cleaning products you use aren’t getting

the laminate floors clean enough

We have started using micro-fibre mops that are

better suited to these types of floors

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

The lifts could be cleaner

We have concentrated efforts on cleaning the lifts and we have renewed the vinyl floors in the lifts to

make cleaning them easier

Caretaking and Cleaning Some customers were not happy with the level of service provided by the contractor we used to clean some of our low rise blocks.

Customers are putting most waste in the

general bins and are not using the

recycling as much

We have moved the recycling bins nearer to the

entrance to encourage people to use those bins

rather than put everything in the general waste