November 2024 - February 2025

November 2024 – February 2025

Working group to improve services for vulnerable residents

This resident group worked with staff to review how well we support customers with potential vulnerability, disability and accessibility considerations. The group shared their views, provided feedback and took part in discussions.

  • What they worked on
    • Supported the development of a Vulnerability Strategy, including opportunities to influence objectives and how we address recommendations in the Housing Ombudsman’s spotlight report on Attitudes, Respect and Rights
    • Consulted and advised on staff training
    • Provided feedback on service adjustments
    • Influenced how well Hyde supports customers with vulnerabilities.
  • What changed as a result
    • A new training video was recorded for staff sharing examples of residents’ lived experience and examples of what’s important to vulnerable residents.
    • New questions were agreed to help Hyde staff hold a respectful and open dialogue with residents, and to better record individual circumstances and adapt services accordingly.​
    • The group influenced best practice guidance to make sure services are accessible and inclusive, including verbal communications and behaviours during sensitive conversations.
    • The group tracked our progress, to make sure we are supporting our residents with vulnerabilities.

One of our resident working board members said: 

"I found it empowering to not just be a passive recipient of the services, but to be involved in trying to make sure that the issues that really affect me are known about and addressed by Hyde."

Asset Management working group

The asset management working group met with us to discuss the introduction of remote sensors in customers' homes. They were asked for feedback about the service in general, but also specifically about customer communications about the sensors.

  • What residents told us
    • Information about the sensors needs to be in simple language and easy to understand especially for vulnerable customers.
    • Clear communication will increase understanding and trust in the use of remote sensors.
    • The data from the sensors should also be shared with customers in an easy-to-understand way.
    • Customers were keen the information gathered by the sensors were also helped to identify customers in fuel poverty and used to offer help and assistance.
  • What changed as a result
    • We changed the resident information flyer to simplify the language to make it easier to understand.
    • We include some basic advice on dealing with condensation within a property.
    • Our contractors held an information session with Hyde surveyors (who are installing the sensors) to make sure they can fully answer any questions residents might have.
    • Additional alerts are to be enabled for homes where fuel poverty may be a factor, and we’re looking into how those customers can be signposted to support services.

Reviewing our car parking services

  • What we did

    At various local events we received feedback that residents were not happy with the parking service. As a result, we carried out surveys and spoke to customers to find out more details to review the existing parking service. Our Estate Services team then worked with the parking management company – UKCPM - to address the concerns raised.

  • What changed as a result

    Asking our customers to share their experience of the parking service was vital to ensure changes addressed their issues and improved the overall parking enforcement service, especially for vulnerable customers.

    Just some of the improvements that have been made:

    • Starting from 1 April 2025, customers will have access to a Hyde customer-only helpline when contacting UKCPM.
    • Additionally, there will be better access to carer and visitor permits through an app (Sippi).
    • Some permit costs have been reviewed to reflect our environmental priorities.
    • The changes will also offer improvements for Blue Badge holders and defined key worker groups.

Local engagement

  • We’ve held drop-in surgeries in Stockwell, Stonebridge, Eltham and a resident meeting in Sidcup
  • We consulted with about a slight change of use of a community centre in Brighton to include an office for staff
  • We’ve continued to hold focus groups across our different regions to discuss our Neighbourhoods service, including how well the Neighbourhood Officer role is working
  • We’ve consulted with a number of shared owners about the sale of our shares in their homes to another housing provider.

Our previous feedback

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