We’re listening

Here’s a summary of the key outcomes:

• Service improvements: Members welcomed significant progress on the Housing Ombudsman action plan, with notable improvements in service delivery.
• Tenant satisfaction: The group reviewed the latest satisfaction data and shared positive feedback on the usability of MyAccount. Work is underway to better understand satisfaction across different areas and groups.
• Clearer governance: Updates to the Terms of Reference for Customer Voice and GHSC were agreed, strengthening transparency and accountability.
• Homeowner engagement: Plans to re-establish a Homeowners’ Group were approved, with volunteers stepping forward to help shape this important forum.
• Policy simplification: In response to member feedback, the policy framework has been streamlined, making it easier for customers to engage and understand.
• Leadership elections: A timeline was agreed for electing the next Customer Voice Chair and Vice Chair, ensuring strong future leadership.
• You can read full notes from their meetings on their webpage.

The feedback findings are being used to:

• Inform monthly performance reviews with the concierge contractor. This includes customer feedback being discussed at contractor performance meetings. Contractors are also conducting internal investigation into issues raised concerning individual colleagues
• Inform toolbox talks by the contractor with their colleagues to ensure higher quality services and consistent knowledge and skills
• Rebuild trust by sharing a summary of results and the agreed action plan with residents on communal noticeboards – so residents can see we’re listening and taking action.

Based on the feedback and information they saw, the resident group made 22 recommendations for improvements to our mutual exchange service. When delivered, these will improve the service in relation to:

• Communication & Accessibility
• Transparency & Clarity
• Inspection & Repairs
• Support for vulnerable customers

The managers of this service are now working on a plan to implement the changes based on the findings and resident recommendations. We will update the website again once these changes have been made and we can see the results.

Residents were able to share their concerns about the proposals, including:

• The treatment of homes and belongings during the works.
• The condition of decant properties
• Their right to return post-works
• The quality and scope of redecorations and replacements (e.g. floors, kitchens, bathrooms)

As most indicated a desire to remain in their homes during the works, we are now working on processes and a timeline that will allow those that want to stay to stay. We’re also producing personalised schedules, so residents know what to expect in relation to works on their home, and when.

Ongoing engagement is being organised to provider residents with ongoing reassurance. This includes a liaison representative from the contractors who will be available on site throughout. A walkabout with the residents to demonstrate what works will take place will be organised, as well as future customer meetings to keep engagement going.

The meeting gave residents an opportunity to share their main concerns and expectations, which were that:

• Residents want clearer information about their contracts, what they are paying for.
• Residents want more clarity and better communication from service charge team about their charges
• Residents want to know more about the new service from Pinnacle

As a result we are:

• Introducing enhanced communications about local services from estate services team
• Holding another meeting and walkabout with new service provider Pinnacle, and members of the service charge team, to look at where service quality could improve and charges be made clearer and more consistent.

The majority of residents told us that they want playgrounds to stay and be made better. They asked for equipment that works for children of different ages, including those with special needs. Safety and cleanliness were concerns, and many suggested things like better fencing, CCTV, and regular maintenance. There were some concerns about problems like noise, vandalism, and extra service charges. Overall, people said playgrounds are important for children’s wellbeing and help bring the community together.

A door knocking exercise is being planned to encourage further engagement. Once this is completed, we’ll let residents know what decisions have been made for each of the playgrounds. This will include design concepts for those that we are refurbishing and time frame for installation and completion.