Listening and acting
Highlights of the year
Change to Key activities during the year include the creation of three specialist projects that your feedback has shown need to improve: repairs service, complaint handling and resolving damp and mould within homes. We have also used your feedback to update our policies to support providing a better customer experience. We know we have more to do, and it will take time for these three specialist projects to be fully delivered so in the meantime we are also making short-term improvements.
As a direct result of your feedback, we have made changes to several policies. For example, throughout the year, we received reports of numerous pest control issues, prompting a review of our pest control policy. We have since revised our approach to handling pest control reports and treatments. Furthermore, we have updated our damp and mould policy to ensure swift triage of reports, allowing our in-house surveyors to conduct visits and recommend the most appropriate course of action.
Overall, we have updated the following policies because of your feedback-
- Additional Assistance and Reasonable Adjustment Policy
- Damp and Mould Policy
- Repairs Policy
- Safeguarding Policy
- Pest Control Policy has been revised and undergoing approval process.
Learnings and improvements this year
We have learnt from customer feedback to enhance our services.
- Acted on customer feedback to enhance service delivery, particularly in high-impact areas such as repairs, damp, and mould. This involved closer collaboration with the Repairs Team to improve communication and scheduling, as well as the introduction of proactive follow-ups to ensure issues were fully resolved. These actions have contributed to more responsive and personalised support for residents.
- Delivered targeted staff training and development informed by recurring themes identified through customer complaints and compliments. A key initiative was the rollout of a comprehensive complaints handling training programme for frontline staff, managers, and senior leaders. The training focused on empathy, effective resolution techniques, and timely communication—resulting in greater consistency, improved service quality, and enhanced customer satisfaction.
- Strengthened monitoring and learning mechanisms to ensure customer insights drive continuous improvement. This included the implementation of a Quality Assurance Framework, regular insight reporting to identify service trends, and action-tracking tools to ensure lessons learned are embedded into practice. These steps help ensure that feedback results in meaningful and measurable change.
What we are focussing on in next year
Build trust, build on the improvement we are beginning to see, ensuring more repairs appointment are attended to and works completed first time round, improved complaints handling and addressing issues at the earliest opportunity.
Complaints: We will have a dedicated complaints team and a new complaints system that will enhance how we manage your information.
Communication: We plan to enhance our communication by increasing phone calls instead of text messaging when scheduling repair appointments.
Customer Engagement: We will create more opportunities for our residents to engage with service scrutiny, influence decisions, and hold us accountable.
Customer Excellence Panel: This year, we will focus on recruiting more members for the panel and the chair, ensuring a diverse and experienced group that can drive innovative solutions and enhance our customer service strategies, holding us accountable.
The Customer Excellence Panel - review of their year
Over the past year, the Customer Excellence Panel have been working closely with Wandle on a number of policies and specific service areas to help drive positive change for residents. Here's an update on some of the progress we’ve made together:
Damp & Mould
We’ve seen real progress in how damp and mould issues are now being handled. Since the new approach was launched in September 2024, Wandle have welcomed two dedicated specialists with expertise in building pathology. Their focus is not just on treating mould, but on identifying and resolving the root causes to ensure it doesn’t return.
If you’ve experienced this new process in your home and would like to share your feedback, please email dampandmould@wandle.com.
Pest Control
One of our panel members is currently working alongside Wandle’s policy team to help shape a new and improved approach to dealing with mice infestations. We’re confident that once this policy is finalised, residents will find it more responsive, practical, and supportive.
Complaints
We’re pleased to report that most of the recommendations we made regarding the complaints process have now been implemented, and the Housing Ombudsman has closed their investigation into Wandle.
A dedicated complaints team is now in place, and residents should notice a real difference — from receiving timely responses or holding letters, to being consulted before a complaint is closed. These changes are designed to make the process clearer and more resident-focused.
Ongoing Collaboration
The Customer Excellence Panel remains committed to working in partnership with Wandle to improve services. While many teams have made good progress, we know there’s still more to be done. With continued support and cooperation from Wandle, we believe we’re moving in the right direction towards making a lasting difference in residents’ lives.
New Project: Managing Agents & Neighbourhoods
Our latest project focuses on blocks and estates managed by either managing agents or Wandle. We’re keen to hear your views, whether you’re experiencing issues or have positive feedback to share about your estate.
If you’d like to speak with us about the way your block or neighbourhood is being managed, please email neighbourhood@wandle.com. They’ll share your details with the group, so we can connect and have a conversation. This project will also consider the wider neighbourhood, especially where the surrounding area is having an impact on your block or estate.
Thank you to all residents who have engaged with us so far, you are making a difference.
“Whether you’ve experienced changes already or have ideas for how services could improve, we want to hear from you. The more feedback we receive, the better we can work with Wandle to shape services that meet real needs. Don’t miss the opportunity to help influence the future of your community.”
Customer Experience Panel
“Real change happens when residents speak up. We’re not just ticking boxes – your feedback directly shapes policies, improves services, and creates better living environments. Together with Wandle, we’re making steady progress – but we can’t do it without you. Every voice adds strength to the changes we’re making.”
Customer Experience Panel
Satisfaction that Wandle listens to your views and acts on them (TP06)
Last year 45.6%
Next year (target) 45%
Satisfaction that Wandle keeps you informed about things that matter to you (TP07)
Last year 56.7%
Next year (target) 55%
Satisfaction that Wandle treats you fairly and with respect (TP08)
Last year 54.8%
Next year (target) 60%