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How well are we listening, learning and responding to you? 

performance information from 1st January to 31st January 2022:

All colleagues will treat customers with dignity and respect, we will take ownership and responsibility, we will be open and honest and do what we say we will and we will listen with empathy and without bias. 


We are have introduced a new, simpler, two-stage complaints process and aim to resolve the first stage within 10 working days and the second stage within 20 working days. We will let you know if we need a little longer to do this and agree any new timescales with you.

How we're improving:   

  • Every quarter we share with you our learnings and actions from complaints on our website, you can find this here.  
  • During this quarter we saw similar feedback from customers who completed customer satisfaction survey once the complaint has been considered resolved. To get a better insight of the data we have changed the question and from April 2022 we have been asking customers to rate their satisfaction with the outcome of the complaint and then to rate their satisfaction with the service.  

We will apologise if we get it wrong and offer compensation where this is necessary. Our new dedicated Customer Complaint Advocate will work with our managers in resolving complaints quickly and professionally.

How we're improving: 

  • We produce quarterly complaint learnings, you can access this information here.
  • In 2021 we sent a total of 14,490 surveys after providing a service to customers. 
     - We received a total of 2669 responses during quarter 1.
     - We had a combined score of 4 out of 5 which is good but there is still room for improvement. 
     - An average of 558 customers gave us a score of 4 (good) or 5 (very good).

we will publish how we are performing against our new offer on our website and show what we’re doing to improve where needed. We will continue to involve customers in checking the quality of our services and monitoring the actions we take. And we will ask customers what information they want including in our annual report. 

How we're improving: 

  • We have over 1,600 involved customers and we have lots of ways that you can get involved, you can view them here.
  • During this quarter, a further 171 customers said they would be interested in getting involved. The top three areas that they would like to get involved in are:
    - How we deal with repairs and maintenance (17%)
    - Our home improvement programme (17%)
    - Local community matters (13%)
  • During the last quarter we:
    - Consulted with customers on a revised Lettings Policy
    - Asked customers to help us design the new website
    - Met with Resident Scrutiny Panel on two occasions
    - Both the Resident Scrutiny Panel and Customer Offer Panel met to give their views on our Corporate Plan, prior to it being sharing with the Board of Management
    - The Customer Offer Panel continued to meet with the lead managers to scrutinise the performance against the offer. Some of the panel members have requested to attend our customer service training and have been invited to sessions with colleagues.  
    - At the end of March, we received over 2,600 responses to the transactional surveys and over 1,300 responses via the Customer Offer survey. We are in process of collating this information and will be sharing it soon.
  • Over the next couple of months, we will be:
    - Holding a customer involvement information event for customers to talk to existing involved customers and find out more about our involvement opportunities. 
     - Recruiting more Mystery Shoppers and Neighbourhood Champions 
  • We are committed to supporting customers to attend meetings and have invested in prize draws to promote and encourage customers to take part in our Customer Offer survey. 
  • Over the next couple of months, the Resident Scrutiny Panel are looking to increase the membership. Interested? You can find out more about this role