More on "You said, we did"

YOU SAID: Complaints have shown that sometimes homeowners find building insurance confusing.

WE DID: With input from homeowners we have recently created a new Insurance information leaflet which will be available shortly for homeowners on our website. Watch this space.

YOU SAID: Feedback from customer complaints have shown that residents and staff are not always clear on how damage to communal areas by residents should be handled.

WE DID: We've just created two new process guides for staff around repairs issues. We've also got our residents involved in looking at these process guides to make sure they cover all areas important to residents.

We ran the processes by our residents who pointed out the following:

Circle Living should:

• ensure any damage posing a risk to residents or their families is dealt with in defined timescales.
• treat the safety of residents as first priority, even if affects out ability to recharge the costs to the “perpetrator” who caused the damage.
• be clear what evidence would be needed for us to approach the person who caused the damage and request payment

We have changed the process to take on board these comments.

If you'd like to get involved with our Consultation Panel who oversee policies, processes and new information for residents please get in touch with Jenna Jones on T: 01603 595125 or email CustomerLiaisonTeam@circle.org.uk.

28/07/11 09:48