We have always asked our customers for feedback, in a number of ways:

Ø Satisfaction surveys Ø Face to face in our offices

Ø Scrutiny /focus groups Ø Websites Ø Annual Tenants Meetings

Ø Community events        ØInformation events 

ØNational Customer Service Week

Ø Complaints, comments or compliments leaflet                                         

The list is endless – customers can give us feedback whenever they see or speak to a member of our staff, or other representative.

Making feedback easier for customers:

·It is not always necessary to fill in a form– feedback can be given verbally and this will either be dealt with straight away or referred onto the correct person

·If English is not the first language we will arrange for an interpreter to help

Feedback can cover many things e.g.

·Suggestions for how we can improve our service

·A complaint about our service

·Positive comments if we have done something well

Our promises to customers

üWe aim to record all types of feedback, and where appropriate log as a complaint. Full details of the complaints process can be obtained from our offices or on the websites

üWe will keep customers updated on progress with any feedback they give

üWe aim to publish annual details of feedback received and any changes made

üWe aim to improve our service by learning from feedback

If you have any questions or suggestions please contact Patricia Carmody, Continuous Improvement Manager:

Telephone: 0161 232 5693

Email: patricia.carmody@mosscare.org.uk

You can also contact us using the details below:

Mossbank Office Phone Number	0161 474 8340
Mossbank Fax Number	0161 474 8341
Email	information@mossbank.org.uk
Repairs	0800 027 9598
Investment Team (Improvements to your home)
Andy Gay – Regeneration Manager	0161 474 8357
Altheia Thompson – Development Officer	0161 474 8351
Cleveland Edwards - Development Officer	0161 474 8350
Vicky Nield - Development Officer	0161 474 8349
Housing Services Team (Tenancy issues, anti social behaviour, lettings)
Gloria Thompson - Local Services Manager	0161 474 8353
Lynne Evans – Community Support Officer  (Bramhall, Cheadle, Heald Green, Rose Hill)	0161 474 8355
Paul Clark – Community Support Officer(Bredbury and Bredbury Green, Hawk Green, Romiley)	0161 474 8354
Income Generation Team (Rent payments and arrears)
Income Generation Manager	0161 232 5640
Surrinder Swali - Senior Income Generation Officer	0161 232 5649
Louise Delfinis - Income Generation Officer (Bramhall, Cheadle, Heald Green) * based in Mossbank on Thursdays	0161 232 5645
Sue Corcoran - Income Generation  Officer (Bredbury, Bredbury Green, Romiley, Hawk Green, Rose Hill South	0161 232 5643
Resident Involvement
Teyei Chollom – Resident Involvement and Access Officer	0161 232 5400
Gas Team
Gas Service Bookings and Repairs	0800 027 9771

Alternatively you can contact us via our online contact form.

Customers feedback leads to service improvement (11 KB)