Providing the best possible customer service is a top priority for us and it’s important that we understand how we’re doing.
Ensuring our customers live in safe, healthy and energy efficient homes is our responsibility as a landlord. This includes tackling damp and mould.
We’re also committed to giving customers the opportunity to shape our services. Recently, our Customer Scrutiny Panel provided feedback on how we handle condensation, damp and mould. We caught up with customer and panel member Ann Potts to hear her insight.
What made you join the panel?
I joined to help ensure the customer’s voice is heard. I act as a ‘critical friend’ to influence decisions, ensure views of customers are considered and changes are fit for purpose and justified.
How did you find reviewing our approach to damp and mould?
I found it very positive, although sad due to the circumstances. We were all aware of the terribly sad death of Awaab Ishak in Rochdale, leading to the introduction of Awaab’s Law. We worked alongside Karbon staff and found out how they’re dealing with issues.
What did you learn as a result?
Karbon is very proactive in its approach. There are different types of damp, dealt with via different methods. Initially, they were managed through a six-stage process. It’ll be reduced to three stages, making the process more efficient and streamlined. Technology and training will be updated, communication will be even more comprehensive and transparent. There is a pilot placing sensors in homes to measure humidity and temperature, and so much more.
What would you say to other customers who’d like to join one of our customer committees?
I’d say go for it. There are a variety of groups to join, so something to interest most people. You don’t have to have any qualifications, and you learn such a lot. The panel members are currently writing up their findings and these will be shared with customers soon.
Our approach to damp and mould
- Training frontline teams.
- Proactive surveys of all customers’ homes every five years.
- Monitoring homes more prone to damp.
- Responding to reports from customers.
- To stop water getting into a home, we replace doors, windows and roofs when needed, and we retrofit homes for better energy efficiency.
- We’ve also updated our customer advice materials to share our approach and provide some everyday tips we can all do to prevent issues. You can find them on our website.
Please report damp and mould issues via the MyKarbon portal, by emailing info@karbonhomes.co.uk or calling 0808 164 0111.
This year we surveyed over 500 customers to get your views on the way we deliver our services, with three customers winning our survey prize draw!
Thank you everyone who completed the survey. Your feedback really makes a difference. We’ll be sharing the results of the survey in a future edition of At Home with Karbon.
Providing the best possible customer service is a top priority for us and it’s important that we understand how we’re doing.
Ensuring our customers live in safe, healthy and energy efficient homes is our responsibility as a landlord. This includes tackling damp and mould.
We’re also committed to giving customers the opportunity to shape our services. Recently, our Customer Scrutiny Panel provided feedback on how we handle condensation, damp and mould. We caught up with customer and panel member Ann Potts to hear her insight.
What made you join the panel?
I joined to help ensure the customer’s voice is heard. I act as a ‘critical friend’ to influence decisions, ensure views of customers are considered and changes are fit for purpose and justified.
How did you find reviewing our approach to damp and mould?
I found it very positive, although sad due to the circumstances. We were all aware of the terribly sad death of Awaab Ishak in Rochdale, leading to the introduction of Awaab’s Law. We worked alongside Karbon staff and found out how they’re dealing with issues.
What did you learn as a result?
Karbon is very proactive in its approach. There are different types of damp, dealt with via different methods. Initially, they were managed through a six-stage process. It’ll be reduced to three stages, making the process more efficient and streamlined. Technology and training will be updated, communication will be even more comprehensive and transparent. There is a pilot placing sensors in homes to measure humidity and temperature, and so much more.
What would you say to other customers who’d like to join one of our customer committees?
I’d say go for it. There are a variety of groups to join, so something to interest most people. You don’t have to have any qualifications, and you learn such a lot. The panel members are currently writing up their findings and these will be shared with customers soon.
Our approach to damp and mould
Our approach includes:
Please report damp and mould issues via the MyKarbon portal, by emailing info@karbonhomes.co.uk or calling 0808 164 0111.
This year we surveyed over 500 customers to get your views on the way we deliver our services, with three customers winning our survey prize draw!
Thank you everyone who completed the survey. Your feedback really makes a difference. We’ll be sharing the results of the survey in a future edition of At Home with Karbon.
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