What the group do
This group meets with staff from our Sustainability and Asset Management teams to discuss the sustainability of our homes, neighbourhoods and services. They also consider topics relating to the long-term management and maintenance of our homes, giving feedback on asset management communications, strategies and policies.
What they’ve been involved in and how it’s making a difference:
Improving customer experiences of retrofit programmes: The group met with our Sustainability Manager to talk about the team's work to make homes more energy efficient, upgrading older homes to conserve energy and increase efficiency. They shared their experiences of retrofit works and offered ideas for how customer experience could be improved, and the feedback will be used to help shape future retrofit communications and resident engagement strategies.
Communication improvements: Following feedback, we made improvements to communications about Stock Condition Surveys including a YouTube video. Our stock condition survey contractor made the video, which walks through a typical survey. The video was added to our website, and a link and QR code are included in with stock condition letters.
A new easy to read leaflet on stock condition surveys was also introduced, which also now sent out with the initial survey letter that explains what the survey is for and how it is conducted. Both of these additions to our stock condition communications help residents understand what the surveys are about and what they can expect to happen.
Other comms reviews: The group reviewed letters and frequently asked questions (FAQs) documents used by the stock investment team for works in customer’s homes. They made sure that the letters are clear and easy to read, are short and easy to understand, and have contact names and details of staff that can be contacted for queries. Improvements suggested included using a QR code in the communications that link to our website and making sure that the information is accessible to all.
The group has enabled greater transparency to our Asset Management service and how we use the information we collect to plan works and improvements to our homes.
Using remote sensors in homes: the group discussed how technology is used in different ways by our asset management team and the importance of communicating this effectively to residents. As a result, customer communications were improved with an updated leaflet being produced and new information on the website.
To get involved in involvement and influence opportunities such as the Sustainability and Asset Management Group join our Customer Collective to be kept in the loop with upcoming activities.