You share your thoughts on our repairs, maintenance, and compliance services

Date: 03/04/2024

Head of Property Kathryn shares how she’s loved hearing your feedback from across our property services.

Post-it note pinned to a cork board which reads: "your feedback matters!"

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Head of Property

“This month we’ve received some lovely feedback from residents about our repairs, maintenance, and compliance services”, said Kathryn.

“We love hearing your feedback because ultimately as our residents, you know our services best.

“I encourage every resident to share their thoughts and experiences, because how else will we learn what matters most to you or understand how we can do a better job?

“As well as that, it’s also important to celebrate staff when things do go right so we can recreate this experience for others in the future.

"We're committed to making sure that our services continue to work for you, so if you feel we could do something better or you just want to thank a member of staff for going above and beyond, it's really important you let us know by making a complaint or compliment so we can do something about it. 

"Our process formalizes your feedback and ensures we act on it. It also gives you an opportunity to challenge the outcome of the process, if you feel we haven't taken the appropriate action to resolve things. 

"We want to hear from more of you about how you think we're doing! To give you a flavour, I've listed some examples and where residents told us we need to improve things, I've provided the actions we took as a direct result of that feedback too."


Amy | Boiler breakdown

‘My boiler had broken down which left me with no hot water. I visited Staffs Housing’s head office to report the issue and the team went above and beyond to resolve it. The receptionist was particularly helpful and allowed me to calm down before she could understand my situation. In all my years of speaking to customer service staff, I must say I’ve never had such a positive experience. I’d like to pass on my thanks to the receptionist and everyone involved for helping me to resolve my repair issues quickly and efficiently.’

Jillian | Apartment repair

‘I visited Staffs Housing’s head office recently after experiencing issues. The person that dealt with me couldn’t have been more helpful. They allowed me to fully explain what was going on and helped me to explore the best options to get it resolved. I’m super grateful and I’d just like to say a thank you. We’re quick to criticise when things go wrong, so I thought it was about time I passed on my thanks.’

Jamie | Energy efficiency feedback
"The energy efficiency of my home is important to me" - As a direct result of this feedback, we launched a new project to improve the energy efficiency of our homes. 

Ron | Communal repair
‘I’m really pleased with the service provided by UMS. I reported the issue to customer services, and within an hour there was a contractor at my door to complete the repair. Not only that but the contractor was a nice chap who was more than happy to help.’

Grace | Outdoor communal repair
"There are lots of uneven slabs at my scheme" - As a direct result of this feedback we acted swiftly to make it safer for residents by re-laying the slabs so residents could enjoy the space.  

Michelle | Garden gate repair
‘When UMS repaired my gate, I was so grateful to see a local tradesperson show up at my door. Not only were they local, but they were polite, friendly, skilled, and did a really great job!’


Dom | Communal repair feedback
"The gutters are overflowing at my scheme" - As a direct result of this feedback we responding swiftly and our gardening team created and operated a new reoccurring cleaning schedule. 


Ron | Plumbing repair

‘UMS came out and were like supermen! They gave a date and stuck to it. Everything went like clockwork.’


"Making a complaint has never been easier! Take a look at the options to provide feedback below." 

Make a complaint

Call: 01782 744533

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