Thank you for your feedback

Published 12 June 2020

Firstly, I’d like to thank all of you who took the time to give us your feedback through our recent tenant survey. We are using your feedback to prioritise the remobilisation of our services.

As I said in my message last week, we will be starting to reopen our Hubs and Service Access Points across the district shortly, so that those of you who need to speak to us face to face can do so, but in a safe environment. Some of the other things you said were important to you included our grounds maintenance service, which returned last month and is now operating a full service, and our repairs and maintenance service. Whilst we have been focused on carrying out emergency repairs only throughout the lockdown period, we are now looking at how we can reintroduce essential repairs and maintenance services in a way that is safe for both our customers and our employees. We hope to resume essential repairs and maintenance later this month and appreciate the patience and understanding you have shown.

We will use all of the valuable feedback you gave us to not only prioritise the services we reintroduce first, but also the way we communicate news, updates and changes in future. I look forward to bringing you more news on these developments in the coming weeks, along with updates on some of our other services.

Despite our offices being largely closed throughout the lockdown period and a significant number of employees working to support you and the business from home, many of our services and projects have continued. One of the things we are committed to is ensuring that WDH is equipped to deliver the very best service to all of our customers, and we have recently received reaccreditation by Customer Service Excellence for just that. This is why, despite these challenging times, our teams have been working hard to make sure our back office systems are up to the job.

From Sunday, 14 June 2020, we will begin a major upgrade to our IT systems which may impact on the information we are able to provide you with for a short period. You may see a delay in the information available in your online account and our Homesearch service will be temporarily unavailable and we apologise for this inconvenience. However, we expect all of our new and improved systems to be back up and running from Saturday, 20 June 2020, with the Homesearch advertising cycle running as normal from Wednesday, 24 June 2020. For more information on this, please click here.

I appreciate this may be frustrating but I can assure you that this is necessary to continue to deliver and improve on the customer service you expect from us. I would like to thank you in advance for your patience and support with this. If you have any questions during this time or do need to contact us, please get in touch with OneCALL who will help in any way that they can.


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