You Said, We Did

We value your feedback and we’re always keen to learn lessons from your experiences, so we can make our services even better.

Thank you to everyone who took time to complete a survey, speak to us, serve on our National Residents Group (NRG) or make a complaint or compliment this year.

Here’s some of the improvements we've made in 2024-25:

• Rolled out our repair diagnosis tool, helping us complete more repairs 'right first time’.
  
  
• Launched our online My Muir customer portal to improve access and choice for customers getting in touch with us and accessing services.
  
  
• Used customer feedback to help transform our repairs service implementing a new repairs policy that makes it easier for customers to know our repair responsibilities and when repairs will be completed.
  
  
• Muir Property Solutions (MPS) and We’re Muir came together as one organisation as we work to modernise your maintenance service.
  
  
• Updated our Aids and Adaptations procedure and completed staff refresher training to help keep customers better informed about their request.
  
  
• Changed our repairs sub-contractor in the Hereford area.
  
  
• Further improved how we monitor customer callback requests so we get back to customers when we say we will.
  
  
• Delivered GDPR refresher briefings for all staff on how to report potential data breaches, including the use of photographs.
  
  
• Improved the process for requesting alterations relating to the installation of fibre broadband.
  
  
• Completed staff refresher training on setting expectations about the potential outcomes of reported Anti-Social Behaviour (ASB).
  
  
• Briefed staff to escalate repairs earlier where a property is affected by conservation area restrictions.
  
  
• Improved our complaint responses by including a review of how we’ve handled the complaint, along with staff training to make sure we include an action plan for follow-up actions, especially in complex cases.
  
  
• Used learning from our internal audit to reduce the number of complaints with timescale extensions by telling customers how we’ll put things right more quickly. 
  
  
• Improved how we explain complaints redress, more clearly linking this to the original service failure.