June's question we asked: What would you love to be able to do on our website that you can’t do right now? Optional: Is there another website you like and why?
Thank you to the 58 Customers who took part and told us:
Key themes and requests:
Better communication & Human Touch
- Live chat with colleagues and coaches
- Request a callback function
- Easier ways to speak directly to a human, not just submit forms
- Faster, more reliable responses to repairs, complaints and enquiries
Repairs and complaint tracking
- Being able to track the status of repairs and complaints online, with clear updates and reasons if something is delayed or cancelled
- A full history of repairs for transparency
- The ability to report multiple repairs at once and upload larger files/photos
Accessibility and device compatibility
- Key services like paying rent and reporting repairs are only easiy available on the mobile app
- Ensuring the website is more pc-friendly and inclusive for all users not just for smartphones
- Improving the accessibility features, insprired by other websites who have dyslexia friendly modes etc.
Transparency and local information - Requests for clear, more up to date information about:
- Local works and maintenance schedules
- Service charge breakdowns
- Community improvments, noise issues, antisocial behaviour and resident notices
- Available homes and swap opportunities
Community and Humanity
- Frustration at feeling "dehumanised" by a process that feels entirely digital
- Suggestions included: a community message board, Promotion of in person events and face to face service alongside digital tools
Thank you for sharing your favourite websites for their easy navigation, positive content and good accessibility options.
How we will use your comments:
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Your feedback will be shared with out Website steering group who will be looking at improving the customer experience part of the website.
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You will be given the opportunity to share your views through a focus group and where relevant test some of the updates for easy navigation and accessibility
If you would like to find out more about Question of the Month or any of the other ways you can get involved to help shape our services, please contact Michelle McGregor at getinvolved@hafod.org.uk