Examples of complaints & praise

Here's a selection of complaints and praise that our customers have contacted us about...

Complaints

A long wait for a gate

Dear Northwards,

When I signed for the property I was told a metal gate would be fitted outside. In August 2009 somebody came to measure the gate up and I was told I would definitely be getting the gate. Despite several phone calls by my Suppor t Worker the gate still has not been fitted. I have been given two deadlines (both have gone over) and I still have no gate.

This complaint has been sorted out. A new procedure has been introduced. It is now the responsibility of staff who carry out home visits to take personal responsibility for placing the order for any work needed and then keeping the tenant informed of progress.

Turning up at the wrong time and then a blunt email!

Dear Northwards,

I ordered a repair which was booked as a late appointment. I went out at 10.45 am, got back around 1.30pm and noticed that a card had been put through the door stating the workman had already been. Why wasn’t the late appointment kept? I sent an email around 2pm the same day asking why the workman had come out so early and asked would it be possible to send him back to keep the appointment for late afternoon as arranged, the response I got was very blunt: “Thank you for your email please re-contact our Customer Service Centre 03000 123 123 to rebook a new appointment” which was a totally unacceptable response. I didn’t ask to rebook a new appointment, nor did it explain why the workman came so early.

This complaint has also been sorted out. When ordering repairs on our website we need to make sure the website allows you to give us a contact telephone number in case we need to rearrange the appointment because of unforeseen circumstances e.g. severe weather conditions. We should never ask someone to call us back to re-order the repair. If it’s our mistake we need to sort it out. We won’t just send an email reply in the future.

Right first time, when it’s cold outside…

Workers who normally carry out gas servicing were asked to help out with some emergency appointments because of heating breakdowns. This is something they wouldn’t normally do, but the weather was exceptionally cold. Because they don’t normally attend breakdown jobs, in some cases the workers helping out were unable to ‘Get it right first time’ because they didn’t have the right parts on their van to fix the boiler! If we get another sudden rush of demand because of the cold weather, we now have the kits ready to go on the vans at a moments notice. Helping us to get it right first time for you!

Tell us when you’ve finished

You told us it was unclear when home improvement works were complete, often you were waiting in for people to turn up when no more work was planned! We now send out a letter to everyone once the work is finished, thanking them for their co-operation and explaining how to get in touch with the Home Improvement team if they have any questions.

Pets allowed

Dear Northwards,

I was offered a property three times only to be told each time that my dog would not be allowed to live there because “there is a no dogs policy”. Why wasn’t I told this before they made me an offer?

This complaint has been sorted out. We now highlight blocks of flats that have a “no dogs policy”, so that people with pets are offered a home suitable for animals.

Praise

Northwards Wardens get a pat on the back

Northwards wardens are always working hard to tackle antisocial behaviour in the area and were pleased to get a pat on the back from residents on Shaftsbury Road. Youths had been visiting the area up to five times a night, disturbing the residents and causing a general nuisance.

On behalf of neighbours, one resident emailed the wardens to say “you have a very positive effect on our community. When you visited in Feb we were blessed with the quietest weekend since Christmas. We think you’re doing a great job.”

Anonymous, Cheetham

“Thank you so much for all your support on the neighbour nuisance issue. My neighbourhood service officer gave me lots of support by regularly contacting me to see how I was. ”

Ms R Fleming, Castlemere Road, Blackley

“The home improvements works were fantastic. I was impressed with the cleanliness afterwards, I’ve never come across it before when I’ve had work done. Thanks!”

Mr Ian Sawyer, Haverfield Road, Blackley

“Big thank you for my new kitchen!”

Mrs Smith, Tweedle Hill Road, Blackley

“Very happy, workmen, clean, polite and finished in quick time.”

Anonymous, Acre Top Road, Higher Blackley

"Fantastic Job done by mobile cleaners the stairs and landing are spotless.”

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