The South Region RAC is a group of residents from across the South region who work alongside our senior housing team to scrutinise performance and drive forward service improvements.
They meet four times a year - for which they receive quarterly reports from the Housing Director about service delivery in their region.
Here’s an update from their August meeting:
Estate Services Review
Following reports of some missed appointments including grass cutting, the RAC challenged Tony Morgan (Director of Housing) about the new estates contracts. He confirmed that there have been some issues with the clarity of instructions being passed to the contractor and this is being addressed. 20% of sites are now being visited to make sure the contractor is on target and this will be increased if there is feedback from residents about the standard of work. Members suggested that specifications for contracts should be shared with residents with the Service Charge information later in the year.
RAC members requested attendance from the Development Team to update on development sites within the South Region.
Hyde Property Services
The RAC have been monitoring closely the service being delivered by Hyde Property Services. Members have asked to see a demonstration of HPS’ new Contract Management System called AccuServ which is being brought in to improve HPS’ scheduling and appointments process.
Members received a further update about the mutual decision to end the merger talks with L&Q and East Thames. Members input into a set of FAQs which will be published on the website for residents.
Hydewide Residents Eye (HRE) Inspection relating to complaints
The RAC received an update on the recent HRE Inspection on complaints handling. They emphasised the importance of customer focus in responses and keeping residents informed when there are delays in concluding the complaint. It was noted that HRE welcome applications from residents wishing to be considered as a Resident Inspector.
A link to the minutes of the meeting will be available here as soon as they are agreed by attendees.