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There are times when we need to visit your home, such as for your annual gas safety check or a tenancy management check.
We try to give you plenty of notice and send reminders leading up to the appointment by letter, email, and or phone. On the day of the appointment, we will let you know we are on our way.
If you are not available when we visit, we will leave a card asking you to rebook. If you do not rebook, we will continue to make attempts to contact you and visit.
In some circumstances such as gas safety if we cannot visit after three attempts, we have to take legal action. We do this because your safety and that of others is one of our priorities.
In a lot of cases, we complete our visits at the first appointment, but we also have a lot of failed visits which wastes resources and takes a lot of time rebooking. We understand that people have busy lives, commitments and other reasons that makes appointments difficult to keep.
We would really appreciate your suggestions and honest feedback about our process so we can make further improvements.
There are times when we need to visit your home, such as for your annual gas safety check or a tenancy management check.
We try to give you plenty of notice and send reminders leading up to the appointment by letter, email, and or phone. On the day of the appointment, we will let you know we are on our way.
If you are not available when we visit, we will leave a card asking you to rebook. If you do not rebook, we will continue to make attempts to contact you and visit.
In some circumstances such as gas safety if we cannot visit after three attempts, we have to take legal action. We do this because your safety and that of others is one of our priorities.
In a lot of cases, we complete our visits at the first appointment, but we also have a lot of failed visits which wastes resources and takes a lot of time rebooking. We understand that people have busy lives, commitments and other reasons that makes appointments difficult to keep.
We would really appreciate your suggestions and honest feedback about our process so we can make further improvements.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to inform our home visit processes. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link)Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.
