How Getting Involved Makes a Difference

Here are just some of the ways that our customers have improved our services. Thank you to everyone who has got involved, given us a complaint or feedback, completed a survey or told us what you think – we have improved because of you. You will see that after some items it says ‘local standard’ – this means it is a standard we have developed with our customers which is in addition to those set at a national level.

• We’ve introduced two-hour repairs slots after customers asked us for more precise appointment times at Get Togethers (Local Standard) 
• We’ve introduced the Tidy Garden Service, a paid for Gardening scheme because tenants told us it was important (Local Standard) 
• We sent out a suite of Anti Social Behaviour Newsletters because customers at the Get Togethers said they wanted more information about the steps we were taking to tackle antisocial behaviour. 
• We now use tarpaulin on grassed areas during Decent Homes work because a customer complained that a mess was made.
• We introduced house diaries during Decent Homes work because customers said it would make their lives easier to track what work was taking place.
• We have launched a House Release scheme because customers said they needed more help to move to small properties.
• Tenants chose the decoration range for Decent Homes work.
• We changed our Decent Homes Information Pack in line with what customers told us they wanted.
• We introduced an exit survey for tenants who are ending a tenancy so customers can tell us what we can do differently.
• We introduced a parking strategy and several pilot schemes after customers told us it was the top local issue in our annual customer satisfaction survey. (Local Standard)
• Tenants told us they wanted more advice and tips on saving Energy so we held a series of Get Togethers on it.
• We introduced evening Estate Inspections in summer after customers told us at a Get Together that it would make it easier to attend. (Local Standard)
• Tenants said that they wanted us to resolve their enquiry the first time they contact us – so we made it a customer service priority. We set a target of dealing with 80% of enquiries at the first point of contact. Currently it is at 77% and we are striving to improve that. (Local Standard)
• Tenants wanted us to deal with disabled Adaptations quicker so we have introduced new target times, reduced the length of working processes and found ways of working more efficiently. Now we are among the best in the country.
• We introduced a new out of hours Antisocial Behaviour number (01902 558901) because customers said they wanted a more responsive service. (Local Standard)
• We developed a more user friendly website based on the input of customers. (Local standard)
• Customers wanted more opportunities to be involved in selection of minor works scheme so we developed a series of meetings to view potential schemes. (Local standard)
• We introduced a new Tenancy Agreement in April 2009 after extensive informal consultation in addition to statutory consultation. One of the big changes was introducing a Fencing programme supported by service charge because customers told us it was a priority.
• Tenants requested more money information in Tenants Update so now we provide a Money Smart page in every issue. 
• Customers wanted a greater range of dates to pay by Direct Debit, so now they can pay weekly or on four different monthly dates (1st, 8th,15th and 22nd).

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