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The feedback which you provide on our services, whether it be a comment, compliment or complaint, is invaluable to us. Salix Homes is committed to using the lessons that come from service failures to improve our services and focus on the needs of our customers.

The culture of the organisation, ‘The Salix Way’ has been developed around the idea of listening to our customers and acting upon what they say.
Here are some examples of the changes we have made from your listening to your feedback.

You're Saying...	We're doing
In a recent survey of our customers, a third of respondents did not know how to give us feedback on our services.	Focus groups of staff, contractors and customers have examined how we currently capture customer feedback and look at better ways of working in the future. We will be launching a button on our home page which will provide you with a quick and easy way of giving us your feedback on line. We have also launched an computer based form that allows staff to capture customer feedback at point of contact and will allow us to monitor the number and nature of customer feedback
Over a third of customers rated rubbish, litter and vandalism as problems in our neighbourhoods	Our Cleaner Greener Neighbourhoods team has now been established to take ownership of these issues and ensure they are properly managed We have established a Safer Neighbourhoods team which will specifically focus on making your neighbourhood safe and secure. We will be targetting areas where a specific problem has been highlighted. An exciting new initiative will be launched in September to help ensure our neighbourhoods are clean ...watch this space...
A recent survey showed that nine in ten of our customers, last contacted Salix Homes by telephone.	We are working closely with Salix Direct (our customer contact centre) to make sure this service meets the needs of our customers.
Although the majority of our customers are satisfied that their views are taken into account by Salix Homes, some were not sure what we we are doing with the information we collect	A new Customer Feedback Policy has been developed to make sure that we report back on the outcomes of feedback and consultation with our customers
Customer of high rise flats were more likely than other residents to give ‘rent or benefit issues’ as the reason for their last contact with Salix Homes.	Our Rent Income Team hold weekly surgeries at Salford North and twice weekly surgeries at Salford South, to ensure help and advice is available and accessible to the residents in these areas.
A quarter of tenants with internet access have visited the Salix Homes website. Customers with internet access were asked which, if any, additional services they would like to see available via the organisation’s website. The most popular services requested were the ability to report a repair and to make a complaint.	We are working to improve the facilities on our website. By the end of September you will be able to check a rent account balance, order repairs on-line, use our graphical repairs diagnostic tool and be able to report anti-social behaviour online.

If you have any feedback on our services please let us know by dropping us an e-mail at enquiries@salixhomes.org or contact Salix Direct on 0800 218 2000.

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