From our postbag

A resident rang to complain that the internal communal areas weren't being cleaned where she lived. So we consulted to see what other residents thought. They agreed with her. The cleaners' point was that the areas were messed up after the job was done. So we pinned up a public notice for the cleaners to date and time after each job for residents to check. Thanks to the resident who rang to thank Gary, the tradesman who sorted out her hot water repair. We always pass on praise. It's a positive way to help us understand better what you want. And, of course, Gary was chuffed to get it.

We aim to get our services right first time. Sometimes we don't, so residents ring or write to us to make a complaint. It goes to one of our people in our Quality Assurance Team whose job is ensure residents get a prompt response dealing with all the points residents raise. In our Annual Report to residents we publish the number of complaints we received and how many were upheld. Our aim is to be transparent with no spin.

To make a complaint or comment please call us on 0300 123 1 567. Or see our website www.radian.co.uk. Click "Contact Us". Or speak to any member of staff. You'll find the number of complaints we received on page 7.