You said, we listened: improving how we communicate about our caretaking and gardening services

Our Customer Voice Panel reviewed the services we provide to clean communal areas in our blocks of flats and how we look after open spaces in our neighbourhoods.

They told us that that they would like to be clearer about how we communicate…

• What our services include and what customers can expect.
• How often we deliver these services.
• How customers can report any issues.

What are we doing to improve?

We have listened to our customers and in the caretaking and grounds maintenance section of our website we have…

• Published our Neighbourhood Care Policy and updated the service standards for our caretaking and gardening services, so you can clearly see what you can expect from us and how you can report issues.
• Compiled a list of questions that customers frequently ask (FAQs) about our caretaking and gardening services, to provide the information you have told us matters to you.
• Published our tree inspection schedule so customers can find out about how we look after trees and manage them.
• Produced a gardening service calendar so customers can see which services we provide at different times of the year. For example, when we carry out winter maintenance work and when we focus on grass cutting. We share the calendar on our website and promote it on social media. We are exploring more ways to share this with customers, including displaying it in our high-rise blocks and other blocks of flats which receive our services.

View our caretaking service standards and FAQs.

View our gardening service standards and FAQs.

We are also working on a calendar for our caretaking services to keep customers updated.

David Wrigley our Head of Neighbourhood Care said:

“Listening to our customers is very important for helping us improve our services and we know that customer satisfaction with communal areas is an area that we want to increase our performance.

“Feedback from CVP members has been crucial in helping us develop the ways we let customers know about the services they can expect to receive from us and how they can let us know about any problems so we can resolve them quickly.”