Customers voiced their concerns when appointments needed to be re-arranged, they were not happy to be notified via text message. They let us know they’d prefer to receive a telephone call to make alternative arrangements.
We have now set up contact reminders for the planning team to ensure all customers are contacted by telephone to discuss any appointment changes.
Customers let us know the communication between departments needed to improve.
Repairs set up three “pods” each containing a Team Leader to work closely with the planners. New work allocation trays were set up in our internal communication system (QL) for each pod, this has proven successful as we’ve seen a significant improvement in the amount of queries now answered within a timely manner.
We asked customers what they think of our current recharge policy and if they agreed with proposed increases in the charges relating to No Access Costs, Damages/Void Repairs and Unauthorised Alterations.
Customers were wholeheartedly behind the increases in these charges; however they would like us to ensure vulnerable and elderly are considered before any charges are made. A new policy has been approved by our Customer Voices group and it’s going to the Performance and Standard Committee next for final check before being published on our website.
We occasionally have tenants whose actions or behaviour towards staff members is considered unacceptable. We held a workshop with tenants to discuss our definition of unacceptable behaviours and the action we take to protect the health and wellbeing of our staff. The group gave input on the policy and changes were made around the definitions and the actions as a result of their contributions.
All suggested changes around the definitions and the actions were approved by Board and the new policy is now in place and available to view on our website.
Grape Lane Update:
Early this year customers reported a sharp increase in antisocial behaviour in the area, the neighbourhood team has continued working with residents to improve the situation.
Since being made aware of problems in the area the housing team has continued working hard to improve the situation for residents. We have worked with our partners and residents to reduce ASB in the area, customers have reported the area has improved and become a lot calmer.
Although delighted with their new build homes some customers reported no plumbing had been installed for washing machines and the space allocated for the machines was not quite wide enough.
This has been remedied as the plumbing and width of allocated area are now included in the final inspection before new homes are let.
Housing associations receive ratings from the Regulator of Social Housing based on how well they meet regulatory standards.
Read in full
A County Durham branch of the Women’s Institute is stitching a fitting tribute to their history, thanks to funding from believe housing.
Read in full
Residents of Shadforth, County Durham recently came together for a sell-out Murder Mystery evening, hosted by the village’s amateur dramatics group.
Read in full
Winter can feel difficult, but there are ways to stay warm, connected, and supported in our communities.
Read in full
