You said: “I have handed in documentation to be told the paperwork isn’t there.”

We did: As a result of complaints in connection with mislaid paperwork from the area offices, a new process has been set up. A Customer Advisor will always provide a receipt for any forms or documentation handed in by a customer, even if the customer does not wish a receipt. 

We did: As a result of complaints in connection with the above, the Service Improvement Team has worked with the Communications Department and the Repairs Team in gaining feedback from tenants and developing a procedure for dealing with condensation/damp issues.  The procedure is now rolling out and is working very well.

You said: “I moved into a new property and when stripping wallpaper, the plaster was cracked and damaged underneath.”

We did: We are regularly allocating properties to tenants. When they move into their new homes, they understandably want to redecorate. We have received some complaints over the last year where the tenants have gone into their new property and fully stripped the wallpaper, which revealed cracked and crumbling plaster which of course is not apparent to DGHP until the wallpaper is stripped.

A new process has started whereupon a notice is now placed in all void properties which will highlight this issue to the tenants that if skimming/plasterworks are required as a result of wallpaper being removed extensively then this matter may be put in as a P3 job which is classified as a non-urgent job.

We did: DGHP are currently working with our contractors to try and reduce the complaints where time issues are highlighted. Together, we are also looking at ways to track longer planned jobs (P3 & P4’s) and build into the process a communication update to the customer as well as being proactive and chasing on the contractor where required.

You said: “My carpet has been ruined and it wasn’t my fault.”

We did: DGHP highlighted the importance of tenants taking out their own household insurance again by placing posters in all area offices and an article being placed in Open Door.