What are you most proud of in our community?
“I live somewhere that's friendly. I feel like I am part of a community and I have proper conversations with my neighbours. You don't get that everywhere. It's clean and always looks great too.”
Emma Thirkill-Kirk and family
Emma Thirkill-Kirk, a Phoenix home owner and former employee, has been spending lockdown at home with her young family.
Juggling the challenges of looking after her newborn daughter and keeping her three-year-old son healthy and happy, Emma has somehow managed to find time during lockdown to do arts & crafts and prepare for a career change in graphic design.
We’re here to help – answering your questions
We’re making progress on our Digital Together project, with our new Customer Relationship Management (CRM) system rolling out across Phoenix from July 2019.
This means all of our contacts with residents are starting to be captured in one place. It also means our staff will have more time to help those who would prefer to contact us by phone.
96,684 calls (8,850 less than last year)
Were able to resolve 83% calls through General Enquiries Advisors
97% of calls met our quality assessment
By post and email
73% of correspondence in 10 days
At The Green Man
Received 7,679 housing-related visits
Welcomed more than 60,000 people to our community hub
We raised 11,137 “cases” after you got in touch, resolving 62% within the times we set. These cases help us to record your queries so we can resolve them more quickly and update you if you contact us again.
Dealing with complaints
We will always aim for the best possible service for residents. We welcome complaints as they help us to improve our services, but we are sorry when our services do not meet the standards we set.
We’ve created a new service improvement plan to make sure we can better deal with and resolve complaints.
This will be closely followed by our Resident Scrutiny Panel to make sure we’re delivering on this.
If you have feedback on our services – complaints or compliments – we strongly encourage you to get in touch so we can better understand how we can improve.
Received 176 complaints
Closed complaints in an average of 27 working days
Learning outcomes identified from 85% of complaints
31% of you were satisfied with how we handled complaints
1 complaint was considered by the Housing Ombudsman
2 leasehold First Tier Tribunal cases were opened in the year, 2 were closed and 1 was still open at the end of the period.