You talked, we listened

You talked, we listened

Corporate plan consultation

In March 2021, we asked residents for their views on their homes and services, to help us set the priorities for our three-year corporate plan. This took the form of a survey followed up with some in-depth phone interviews. We had an incredible 1375 responses, giving us brilliant information for our plan. Customers told us their homes generally meet their needs, but they would like us to spend more money on planned improvements, especially heating upgrades and window replacements.Customers also said they thought we should be more visible in our neighbourhoods. For more information on the results, please click here.

 

Grounds maintenance

The corporate plan consultation gave us lots of detailed feedback about our grounds maintenance service. We have passed this on to our contractor, iDverde, who have done an audit of all the poorest performing areas with a view to bringing them back up to an acceptable standard.

 

Review of our scheme manager service

We are currently carrying out a review of our scheme manager service in our retirement housing, so see if we are meeting customer expectations. We have started with an email survey and plan to follow this up with phone interviews. Results and actions will be shared later in the summer.

 

Review of our lettable standard

We carried out in-depth telephone interviews in November 2020 with 19 customers who had recently moved into one of our homes. Using their feedback, we have been carrying out a trial of a new standard for new homes, with more emphasis on cleaning, flooring and painting. So far, the results have been promising, leading to incresead customer satisfaction.