You said..We did..

A customer complained that they were unhappy with the diagnosis of mould growth being attributed condensation – All surveyors have been advised to have a full discussion with customers explaining the causes of condensation and what can be done to prevent/treat it.  Informative leaflets regarding condensation will also be issued to customers.

A customer complained that there was a lack of communication from our contractors installing new boilers advising of length of time it will take, what and how a new boiler will be fitted – The existing pre-entry pack we provide to customers having a new boiler fitted has been amended to give customers advance notice of exactly what they can expect and within what timescales.

A customer complained about the threat of legal action from us in writing to gain access to his home to carry out essential repairs without even trying to contact him by telephone or attempting to visit him – it was agreed that attempts to access properties need to be fully documented and evidenced before we threaten legal action to customers.

A number of customers complained that they had to wait nearly 4 weeks for a surveyors inspection appointment – WCHG recognised the demand for surveyors and allowed for temporary additional staff to be brought in to improve waiting times for appointments.

A customer complained when carried out a lock change to his property on the request of his mother and was unhappy that this gave his mum access to his property – WCHG recognised that this should not have happened and have now implemented a clear and robust new procedure for staff to follow when lock changes are requested.