Domestic violence policy review
In November 2021, two customers helped us to review our domestic violence policy. They felt we needed to elaborate more on the Domestic Abuse Act and the support and action available for survivors to take against perpetrators. They highlighted that ongoing support should be provided by Saxon Weald to survivors even once the survivor has been moved. At their request, we have also included information about gaslighting in the policy; this being “a form of emotional abuse, which involves psychologically manipulating someone to make them doubt their own sanity” .
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.
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 increased customer satisfaction.