Putting customers first

Share Putting customers first on Facebook Share Putting customers first on Twitter Share Putting customers first on Linkedin Email Putting customers first link


**Update 3 December 2024**

A big thanks to all our customers that provided feedback regarding our Customer Experience Strategy earlier in the year. We received a great response, with almost 1000 customers sharing their views.

Customers told us that the things most important to them are that we:

  • Keep our promises and do what we say we will do
  • Provide a timely response
  • Ensure customers feel listened to and informed

Customers also said that being polite and friendly, delivering right-first-time services, prioritising services most important to customers and understanding customers' needs were also valued.

We are currently working with colleagues,


**Update 3 December 2024**

A big thanks to all our customers that provided feedback regarding our Customer Experience Strategy earlier in the year. We received a great response, with almost 1000 customers sharing their views.

Customers told us that the things most important to them are that we:

  • Keep our promises and do what we say we will do
  • Provide a timely response
  • Ensure customers feel listened to and informed

Customers also said that being polite and friendly, delivering right-first-time services, prioritising services most important to customers and understanding customers' needs were also valued.

We are currently working with colleagues, our Customer Committee and Board on how we respond to this feedback and embed this as practice within the services that we deliver. We are then looking to weave this feedback within the key objectives in our new Customer Experience Strategy, ready for launch in the new year.

We will keep customers informed of progress.


**Consultation closed**

Congratulations to our prize draw winners who each win a £50 Love2shop e-gift card: Ms M from Old Trafford, Ms S from Bolton and Mr H from Sheffield.


**Update Wednesday 1 May 2024**

Thank you to everyone who has taken the time to share their views about what’s important to you when you deal with us, we really appreciate it. We are currently reviewing all of your feedback and will post an update here as soon as we can.

We will be in touch with the prize draw winners within 15 working days. Good luck!

During the consultation we were made aware that some customers had experienced a technical issue when posting their stories. Thanks to the customers who let us know about this. We got in touch with Granicus (Engagement HQ), our platform host, who have investigated and resolved the problem.


What do I need to know?

Check out the introduction from Rachel, our Director of Customer Experience to find out what it is all about in the video above. Or continue reading, you'll also find details about what we would like you to do below.

In the next few months, Great Places will be writing our new Customer Experience Strategy. This is the document that sets out how we will make sure that we put our customers first, and ensure that we listen to and hear the voice of customers. This is central to our aim of delivering excellent services that meets customers' expectations.

Earlier this year customers told us what we should prioritise for the future. Two of the areas that are most important are “we focus on doing the basics well for customers” and “we put the voice of the customer at the heart of our decision making.” Whilst we have some information about what this means, we need to understand in more detail the things that are most important to customers when they deal with us and what great service looks like.

You can read about some of the things we have done based on what customers told us in 2021. Take a look at the 'You said, we listened (2021-2023)' section to the right of this page


What do I need to do?

Have your say and you could win a £50 Love2shop e-gift card, the more activities you take part in the more prize draw entries you get!

To help us to understand what is important to you when you deal with Great Places, please spend time on this page and have your say by completing one or more activities below

  1. Complete the short survey and tell us what you expect when you deal with us
  2. Answer the quick poll and tell us what areas you think we should prioritise
  3. Share your best customer service experience
  4. Tell us what skills, attitudes and qualities you think Great Places colleagues should have on our ideas section

You will need to register or sign in to take part in some activities. Don't forget we will need to know who you are so we can enter you into the prize draw. If you complete all 4 activities you will receive 10 entries into the prize draw. Otherwise:

  • 1 activity = 1 prize draw entry
  • 2 activities = 3 prize draw entries
  • 3 activities = 5 prize draw entries

All activities will close at 11.59pm on Tuesday 30 April 2024.


What happens next

Once the consultation has closed Rachel and the project team will review all of your feedback. You can check back here for future updates which will include how we plan to use what you told us.

**Prize Draw Terms & Conditions - All completed entries will be entered into a prize draw to win one of three £50 Love2shop e-gift card. There is no cash alternative available. Please note that tenancy issues may be taken into account when the winners are chosen. All activities will close at 11.59 pm on Tuesday 30 April 2024 and any submissions completed after this time will not be entered into the draw. Winners will be chosen at random and contacted within 15 working days of the closing date.**

Share your best customer service experience

We want to learn from your best customer service experiences and would like you to tell us about it below. 

Your experience doesn't have to be related to Great Places. It could be when you visited a supermarket and needed some help, or when you ordered something online. Let us know what that experience was and why it was so good. How did it make you feel?

(Don't forget to sign in or register to tell us about your experience)



Please note: Responses will not be reviewed regularly. Please don't tell us about any service request or complaint here as these will not be recorded. Please direct any request for service to our Customer Hub here: www.greatplaces.org.uk/contact-us Please direct any complaints to our Customer feedback team here: https://www.greatplaces.org.uk/contact-us/how-to-make-a-complaint/ 

Thank you for sharing your story with us.

Please note: Responses will not be reviewed regularly. Please don't tell us about any service request or complaint here as these will not be recorded. Please direct any request for service to our Customer Hub here: www.greatplaces.org.uk/contact-us Please direct any complaints to our Customer feedback team here: https://www.greatplaces.org.uk/contact-us/how-to-make-a-complaint/

All fields marked with an asterisk (*) are required.

loader image
Forgot password?
Didn't receive confirmation?
Register Now
Seems like you are already registered, please provide the password. Forgot your password? Create a new one now.
Cancel
  • Share Erm on Facebook Share Erm on Twitter Share Erm on Linkedin Email Erm link

    Erm

    by Jay K, 9 months ago

    I find this difficult to answer, as when you report anything no one gets back to you, you just end up chasing people for months. If there is any anti social behaviour, all you get is " there I nothing we can do as there isn't enough evidence".

    Saying that our old neighbourhood manager was very helpful and understanding during covid.

  • Share My garage door was broken and I received excellent customer service job was a new garage door and was fitted within ten days from first phone call to the second as the first engineer didn’t turn up and when I rang again it was sorted within 7 days on Facebook Share My garage door was broken and I received excellent customer service job was a new garage door and was fitted within ten days from first phone call to the second as the first engineer didn’t turn up and when I rang again it was sorted within 7 days on Twitter Share My garage door was broken and I received excellent customer service job was a new garage door and was fitted within ten days from first phone call to the second as the first engineer didn’t turn up and when I rang again it was sorted within 7 days on Linkedin Email My garage door was broken and I received excellent customer service job was a new garage door and was fitted within ten days from first phone call to the second as the first engineer didn’t turn up and when I rang again it was sorted within 7 days link

    My garage door was broken and I received excellent customer service job was a new garage door and was fitted within ten days from first phone call to the second as the first engineer didn’t turn up and when I rang again it was sorted within 7 days

    by Catherine, 9 months ago
    B I A T1
  • Share Finding it difficult to comment on Facebook Share Finding it difficult to comment on Twitter Share Finding it difficult to comment on Linkedin Email Finding it difficult to comment link

    Finding it difficult to comment

    by AngelaJ, 9 months ago
    On the whole it is very difficult for tenants here to get work done.

    It is a small block of flats and the front door hardly ever locks so anyone can get in. We have had bicycles stolen, people sleep rough in the building and more

    It is unsafe and worrying. Repairs like this need to be carried out Immediately not 6 months down the line.


    Once an operative does finally visit on the whole they are polite and efficient

  • Share Space New Living on Facebook Share Space New Living on Twitter Share Space New Living on Linkedin Email Space New Living link

    Space New Living

    by Barbara Hibbert , 9 months ago
    The best services were before Gt.Places took over from Space New Living, the service was brilliant you got to speak to a person right away and genuine repairs and complaints were dealt with with great care and compassion.
  • Share Non existent grounds maintenance on Facebook Share Non existent grounds maintenance on Twitter Share Non existent grounds maintenance on Linkedin Email Non existent grounds maintenance link

    Non existent grounds maintenance

    by Nicola, 9 months ago

    Emails ignored with regards to grounds maintenance- pay for a service that doesn’t exist. Gardeners attend the apartments communal areas regularly but never attend to the communal areas for the houses.
    Rates increase regularly for a service we don’t benefit from.

  • Share bathroom fitter on Facebook Share bathroom fitter on Twitter Share bathroom fitter on Linkedin Email bathroom fitter link

    bathroom fitter

    by Jean , 9 months ago
    I was having a new bathroom fitted and the retailer had sent the wrong coloured back splash for the shower. On contacting the retailer that said it would be a week before they could pick up and replace the splash back. I had guests coming to stay and needed the bathroom finished. The fitter offered to take the splash back and pick up the correct one. I was so relieved and thankful. This was a lovely gesture of someone going above and beyond to satisfy a customer.
  • Share Customer service? What customer services. on Facebook Share Customer service? What customer services. on Twitter Share Customer service? What customer services. on Linkedin Email Customer service? What customer services. link

    Customer service? What customer services.

    by Funtime56, 9 months ago
    I have to say customer services are non existent.


    We sent an email to complain about the property insurance going up nearly 300%. We received an automated response and that was it. Very disappointing.


    We have had issues since moving in to the house (a new build bungalow) broken boiler, ingress of water from the bathroom fan and doors that won’t lock properly when the sun is out. The boiler was replaced (shoddy installation) the bathroom leak has been sorted (again shoddy installation) the doors are going to need sorting again as they stuck again today.



  • Share Customer service.. on Facebook Share Customer service.. on Twitter Share Customer service.. on Linkedin Email Customer service.. link

    Customer service..

    by Everybody, 9 months ago
    Customer service is an oxymoron. Email addresses are unattended, I have never had a single response to an email where it was:

    Details regarding the sales process.
    Faulty lighting in the car park.
    Complain regarding the excessive increase in monthly rent where the insurance was increased to three times the actual amount.


    There is absolutely NO customer service when dealing with them.

  • Share Flood on Facebook Share Flood on Twitter Share Flood on Linkedin Email Flood link

    Flood

    by Anne Barlow , 9 months ago
    We arrived home from abroad to find that our home had been flooded and there was mould everywhere. I phoned Great Places and told them that we needed some urgent help. Within the hour two managers arrived and arranged to move us out to a hotel whilst they organised further repairs and assistance. It took three months for everything to be sorted but the relief of knowing we were being supported throughout was so reassuring .
  • Share Best customer experience on Facebook Share Best customer experience on Twitter Share Best customer experience on Linkedin Email Best customer experience link

    Best customer experience

    by Puffin, 9 months ago
    I complained about some milk from a dairy which was all off as soon as I received it. The company sent a handwritten card with cows on the front and a cheque. I kept the card as it felt personal and it meant a lot.
Page last updated: 03 Dec 2024, 02:10 PM