Thanks to everyone who took the time to share their views on our Online Account.
478 of you told us what works well, what could be improved, and what you’d like to see in the future. Your feedback is helping us design a simpler, more user-friendly service that better meets your needs.
By sharing your experiences and suggestions, you're helping us prioritise the changes that matter most and improve the overall customer experience.
You said, we did
What we did:
We identified and fixed an issue that prevented devices from being remembered. We’re now testing the change with our resident group to ensure the functionality works as intended.
What we did:
We reviewed and updated description fields to ensure residents have enough space to provide the information needed when reporting a repair.
What we are doing:
We’re reviewing repair categories to make them easier to find and understand, including exploring clearer labels, photos or improved icons, and adding missing categories. We’ll test changes with residents before putting them in place.
What we are doing:
We’re reviewing our repairs process to remove barriers that prevent residents from booking repairs online. While some repairs are more complex due to contractor involvement, our goal is to make as many repairs as possible available to book online in the near future.
What we are doing:
We’re exploring adding new contact channels, such as chat, to Online Account to help you stay updated on your repairs and other requests.
We'll be sharing further updates on this work and the changes we're making, in our next bulletin.
Thank you for helping us build a better Online Account for all residents.