you said...we did

If you have any suggestions about how we can improve our customer services, then why not get involved and share your thoughts with us?

Any suggestions we take on board will be displayed on this page and in our local housing offices. 

There are forms available in our local office reception areas for you to tell us your ideas. Alternatively, you can send us your suggestions online by clicking here. 

You said...we did...

You said: "I would like to be informed when my benefit claim gets cancelled."
We did:  As soon as we are notified by Walsall Council of this, we will contact the customer to advise them of the situation.

You said: "As a customer being charged VAT, can I see my rent statements broken down to show the rent charge and the VAT seperately?"
We did:  We cannot separate the VAT on the rent statements, but we will supply a VAT invoice if requested. Customers are also notified annually of their VAT charge when they receive notification of annual rent increase

You said: "I think lodgers of whg tenants should be able to speak to whg regarding non-dependent charges made on Housing Benefits."
We did: If a customer gives us consent to discuss the non-dependent charges, we will be happy to discuss any issues with them.

You said: "We want to choose our own dates of when direct debits are taken out of our accounts to pay our rent."
We did: We are introducing weekly and fortnightly direct debit payment options shortly to help with this.

You said: "Can we have monthly rent statements?"
We did: Unfortunately producing monthly statements does not provide value for money. However we have made them available on request and they will be available online by the end of 2010/early 2011.

You said:  "We cannot understand how our Direct Debits are calculated."
We did:  There was an article in the Summer 2009 issue of Round Your Way explaining this.

You said:  "Why can't we have paperless direct debits and just set them up on the computer?"
We did:  We are currently in discussion with a contractor with a view to setting this up.

You said: "On the rent statement we cannot pick out the housing benefit payments clearly. "
We did:  We will now highlight all housing benefit payments on future rent statements.

You said:  "When we receive rent statements the balance is never correct as benefits haven't been paid."
We did:  We have now altered the date that statements are printed so that the majority of housing benefit payments have been taken into account.

You said:  "Are there any plans to extend the opening times to contact the income collection teams?"
We did:  We are currently looking at the possibility of out of hours working.

You said:  "Can we have a 24 hour pay line to pay outside of your opening times? "
We did:  We have started negotiations with a contractor to provide a 24 hour payment line.

You said:  "Can you advertise the rent free weeks earlier in the year?"
We did:  We will promote rent free weeks in the September and November rent statements.

You said:  "Can we have maps in the offices so we can see where the properties are?"
We did: There are now local maps in our housing offices, making it easier for our customers to see where our homes are.

You said: "Is there a way that we can we access our rent accounts online?"
We did: We are currently looking into the possibility of allowing customers to access their accounts online and hope to introduce this within the next 12 months.