Lessons learned 2025 to 2026
CBC is committed to continuously improving the service we provide to our tenants. Below are some examples of what we have learned from complaints received over the past year, and the actions we have taken in response
Issue: Callbacks in relation to planned works were not answered
What we did: An additional staff member was brought in to support the kitchen programme.
Issue: Tenant queries submitted via the online portal were not responded to
What we did: CBC has introduced action MT0279 for contacts received through the tenant portal requesting updates on orders. These are now monitored through the customer service work tray to ensure timely responses.
Issue: Callbacks and update requests were not consistently responded to
What we did: CBC has launched a new Customer Charter, currently being rolled out to all staff, to ensure a consistent approach to responding to tenant enquiries.
Issue: Delays in responding to enquiries regarding issues at blocks
What we did: The tenancy management team now directs tenants to a central email address, ensuring all correspondence is logged. Additionally, staff now divert tasks through the internal housing management system to one central task tray in cases of absence.
Issue: Delays and poor communication during kitchen installations
What we did: Meetings were held with contractors to address delays in kitchen and bathroom installations. Contractors are updating their information sheets to provide clearer guidance on timelines and potential delays.
Issue: Callbacks marked as complete without successfully contacting the tenant
What we did: Enhancements have been made to the CRM system to generate follow-up tasks before closure, ensuring multiple contact attempts are made. This is currently being trialled in one service area.
Issue: Delays in fencing works
What we did: CBC identified that not all staff had access to the correct cost codes to raise fencing orders. This has now been addressed and communicated across teams.
Issue: Dissatisfaction with contractor conduct during works
What we did: The Planned Maintenance team is reviewing contractor codes of conduct and KPIs. Surveyors are also following a standardised agenda during contract management meetings.
Issue: Concerns about service from the out-of-hours provider
What we did: CBC reviewed and amended contractor call scripts to improve the quality and clarity of communication.