We're listening

What you told us

What we’re doing differently

You told us that you find our reporting systems frustrating – that you report things that don’t get fixed, that you spend a long time on the phone to us, that you ask for updates and don’t get them.

We've invested in ‘My Peabody’ which makes it easier to report repairs online without needing to call us. You can also update your personal details, view your statements, make payments, and much more.

My Peabody is now available to all residents, please sign up here if you haven’t already.

We've also developed new software which allows the people you see the most often – like Neighbourhood Managers and Caretakers, to report repairs or get updates.

Our repairs teams are joining Neighbourhood Managers on estate walkabouts, so that you can let us know what needs doing where you live.

You also told us about follow-up appointments being missed, and about processes sometimes taking a long time to be completed, like the removal of scaffolding after a job is finished.

We’re focused on improving how our contractors are performing. We’re putting robust performance management arrangements in place and have regular meetings with our contractors to share feedback from our resident satisfaction surveys. This means they get to hear what you think of the quality of their work.

We've improved our systems so that all follow-up work is completed before closing jobs.

These are now linked to the original job, which won’t be closed until all the work is done. This will make it much easier for colleagues to spot where we need to improve.

You told us that the most important things when it comes to your local teams are knowing who you need to talk to, when they’ll be around, and how you can get in touch with them.

Many of you liked the idea of local surgeries with your Neighbourhood Manager. So, we’re offering set times for appointments/drop-ins so that you can chat through any concerns you have.

We’re improving how we follow-up on the issues and concerns you raise, by closing the loop. We’re checking in regularly to let you know what we’ve done to solve your problem and to make sure we’re getting things right.

We’re working to provide contact details for all our local neighbourhood managers and teams, so you know who to speak to.

In areas where local offices were closed, we’re looking to put these back into use if that’s what the local community wants.

We’re supporting local residents’ associations with advice and funding where needed.

You told us about the problems you experience where you live, like racism, antisocial behaviour, fly tipping and dangerous driving

We’ve followed up with everyone who reported a concern to us and are keeping in touch to make sure the things we’ve put in place to resolve the problems are still working.

You told us that you want it to be easier to talk to us about things like the way we deliver estate services, especially when those services aren’t up to the standard you expect

As with our Repairs colleagues, some of our Estates teams are also joining Neighbourhood Managers on their estate walkabouts, to make sure that we’re all on the same page about what we need to do where you live.