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We've now introduced both our new repairs policy and our chargeable repairs policy.

These provide our customers with more in-depth clarity on our response times. They also introduce our new five-level priority system, with an aim to both help manage repair workloads and customer expectations with repair turnaround times.

These policy changes will feed through to our customer services system.  

Our repairs operatives and surveyors are now all trained to look for damp and mould when visiting customers' homes and to report these issues back as standard practice. 

They also carry advice leaflets to help inform customers on steps they can take while waiting for any issues to be addressed. In addition, the leaflet and a dedicated film help customers to spot the signs of damp, mould and condensation and how to tackle it and prevent it. The film and leaflet can be accessed here: Damp & mould | Website (trentanddove.org) 

Following recent government legislation relating to Awwab’s Law, our new trainee surveyors will visit our most vulnerable customers to check for any damp and mould issues.

We will advise more on this programme soon.

We've introduced a new and improved procedure for end-of-defect inspections. Under this, we will provide all residents of newly-built properties with a list of all outstanding defects at the end of the 12-month defect inspection. This will include a record of completion dates for any repairs identified, which will be shared within four weeks of the inspection.   

This procedure will be implemented rigorously in future sales, ensuring the quality and safety of the homes we provide. Additionally, we will incorporate these specifications into our contract documentation for new schemes. This will ensure that consultants and contractors have a clear understanding of our requirements and expectations.

Before any works start at a property our investment team carries out a customer induction process. This is used to explain that unfortunately works of this nature can often result in disturbance to the property during this time, with the outcome being a level of dust and debris.

However, we have recently invested in a new dust extraction system to help minimise disturbance of this type following the feedback received from our customers.

We continue to be committed to finding new ways in which we can support our customers.

Following a recent presentation to our Customer Committee we will shortly launch a trial of a new online platform, known as Housing Perks. The platform is accessed via a free mobile app and offers discounts of up to 18% on day-to-day purchases such food and fuel.

We also continue to offer support by our two community fridges and community cafés, plus our new partnership with Holland & Barrett, which ensures that short dated/discontinued goods are distributed to those in need rather than being sent to landfill.

Finally, there is also our hardship funding programme called Helping Hands, which was launched earlier this year, with the aim of alleviating hardship for customers who are most in need. It supports people and families who may be experiencing unexpected and unplanned financial difficulties. Details on how an application can be made for this support type can be found here or by contacting the Tenancy Sustainment team.

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Following the launch of our new customer portal, the most recent update has enabled customers to upload documents relating to their housing application directly to the portal. This means they can do this at a time and place of their choosing rather than calling or emailing.

We're committed to finding new ways to support our customers.

In addition to our two community fridges and community café, we've partnered with Holland & Barrett to ensure that short-dated and discontinued items are distributed to those in need rather than being sent to landfill.

To ensure we reach as many customers as possible, we’re taking the Community Pantry out on the road, sharing produce with customers via our Coffee Connect van and at community events.

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We've worked with members of our Customer Committee to draft and approve a repairs and maintenance policy, clearly outlining our commitment to you.

This will be available during September 2023 and will allow us to more effectively work with customers to deliver a great service.

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Our new customer portal, My Account is now being rolled out to customers. Once registered, you'll be able to view your rent balance and statement, and pay online, as well as more functions on their way this year.

Find out more here.

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The process has been updated and every application for a shared ownership property must now have a 'mortgage in principle' in place to ensure all applications can run as smoothly as possible.

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Trent & Dove has been recruiting volunteers to join our new special interest groups – one of which is for mental health.

The purpose of this group will be to feedback information regarding mental health and the voice of our customers about this topic to our Customer Committee and board.

For more information and the ways you can get involved, see our Louder & Stronger page.

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There is now a new process in place set up for future queries regarding garage refunds, making it easier for customers and staff.

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We've conducted surveys with the residents at Dove Court and have consulted on options to improve the situation. 

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Our shared owners now get a welcome call from a member of our Income Team about a week after they move in. Following this our new Leaseholder Team will happily deal with any of your queries.

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Our website now has the capability to be translated into 28 different languages, enabling our customers to have a much easier and more accessible experience.

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We made changes to the way we report fly-tipping on our systems.

This means...

When we're notified of any incidences of fly-tipping, we can respond much faster.

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We have a new befriending service – and with more volunteers coming on board recently, we can connect and support more people. For more information please see our community & support pages.