As we grow we review the ways that customers are able to get in touch to share their views and we recently surveyed a group of residents to find out how they wish to be involved. The feedback for the time being was that our customers prefer more relaxed methods such as email and ad-hoc questionnaires. We will continue to survey this question each year.

Your Views

If you would like to share views on any performance, policy or practical issue please don’t hesitate to get in touch with the Grainger Trust team on 0330 053 9998. We will discuss and respond to let you know what we can do to help.

If you would like to make a complaint, you can do so in any way that is accessible to you. You can also refer your complaint to the Housing Ombudsman at any stage and not only after finishing our internal complaints process. Our complaints policy can be found here.

Going forward we will be driven by the customer demand for more formal methods of feedback and resident accountability. Some ideas that we proposed in our survey include:

  • Formal tenant panel; a group of volunteers meeting regularly to discuss and review proposed changes in policy, complaint handling, repairs etc.
  • Focus groups; if we identify that a particular service could be improved (through feedback or complaints), we would ask a group of volunteers to familiarise themselves with the process and inform us how things could be bettered from a customer’s point of view.
  • Feedback questionnaires; if we identify that a particular service could be improved (through feedback or complaints), we would engage customers that have recently experienced that service (eg. Reselling their shared ownership home or getting minor adaptions funded to help in their home) to understand what they feel could be improved.
  • Facebook group – run by volunteer administrators who are Grainger Trust customers, this could be whatever the residents wanted it to be but should have a focus on constructive conversations about improvements and community engagement. The group admins could then communicate the wider views to the GT Co-Ordinator.

If you are reading this and feel that you would like to contribute in any of the above options or that you would like to see them put in place, please don’t hesitate to let us know.