Posted on 16 September 2024
At Hyde, the safety and wellbeing of our customers is our top priority
We understand that a safe home is the foundation of a thriving community, and we’re committed to making sure our homes are safe and meet the highest standards.
Liz Oliver, Hyde’s Director of Safer Homes and Neighbourhoods, said: “Our customers’ safety and wellbeing is our number one priority and one of the main drivers for what we do at Hyde. From extensive safety checks, to improved engagement, we’re committed to making sure that our customers feel and are safe in their homes.”
Improved visibility in our neighbourhoods
In January, we launched our Neighbourhoods and Specialist Housing service, improving the way we manage our homes and engage with our customers. Through this approach, we’ve made it easier for customers to get in touch with us about the things that matter most to them. We’re more visible in our communities and our front-line staff are champions for the neighbourhoods and schemes they manage.
Safety checks and maintenance
To keep our homes safe and compliant, we carry out regular safety checks. These checks help us identify and address any potential issues early - whether it’s making sure fire safety measures are up to date, checking for electrical faults, completing gas checks or routine lift maintenance. Our Safer Homes team works quickly to resolve any concerns.
Customer groups
We want to make sure that we listen to our customers and factor their feedback into our processes. We’re continuously looking at ways to improve our services. That’s why we created our Neighbourhoods and Building Safety Group. The group is formed of our customers from all regions, who have the opportunity to find out about planned changes and help influence our services and shape our neighbourhoods and building safety approach.
Bringing services in-house
We’ve brought fire door safety checks in house, giving us more control and flexibility over these checks. Delivering these checks through our own teams will ensure we continue to put customers at the heart of what we do. Colleagues who carry out these checks are also our customers’ point of contact for the Hyde services they receive.
Our front-line staff are completing legionella and emergency lighting testing so we can also bring those checks in-house.
Working in partnership with contractors and other stakeholders
To further enhance safety in our neighbourhoods, we maintain strong relationships with contractors, local authorities and emergency services.
These partnerships ensure we’re always prepared to respond quickly and effectively in the event of an emergency.
Getting in touch - improved digital solutions
Through improved technology, we’re making it easier for customers to reach us. Our online portal MyAccount enables customers to book repairs in their homes and report any safety issues to us. It’s also a one stop shop for viewing and managing service charges, seeing history of repairs, complaints and other cases as well as making payments.
Liz said: “We remain committed to the safety of our customers and that of the buildings they live in. We’ll continue to invest in our homes and services, ensuring that our customers have a safe, affordable and comfortable home they can be proud of.”