Get involved news
Here are the latest updates from the Customer Experience team.
Regenda has recently audited and made improvements to its Antisocial Behaviour Service. The new polices have been sent to our readers group to review and comment on. Also, the Scrutiny Panel will review the standard letters that will be sent to residents and also will complete some case audits.
This month our Customer Inspectors are testing the Gas Services promises. They will be calling and speaking to residents who has recently had a gas service to ask whether they were satisfied with the service they received.
Our Resident Engagement Officer and a member of our Business Transformation Team are attending the Northwest TPAS event being held in Wythenshawe to attend talks on the Ministry of Housing and Housemark benchmarking reports.
The Customer Inspectors will be testing the Financial Inclusion and New Build homes promises. We are meeting at Commutation Plaza, Liverpool, at 10.30am on 17 Septembet 2019. St Chads office, Oldham, on 25 September at 9.30am. Then Hatfield Lounge, Fleetwood, 23 September at 10:30am.
The Resident First Northwest group (a group of housing providers including: Equity Homes, Mosscare St Vincents, Great Places, One Manchester and Irwell Valley) are meeting to discuss a further event to feedback outcomes to the residents who attended the Together with Tenants event.
We are holding an event together with five other housing associations in the North West, in response to National Tenants Federation’s, Together with Tenants Plan. The event will be held in Haughton Green, Denton, Greater Manchester. If you would like to get involved, please email the Resident Engagement Officer - firstname.lastname@example.org
The Customer Inspectors will be testing the Planned Maintenance promises to check our recommendations have been put into place. We are meeting at Commutation Plaza, Liverpool, at 10.30am on 19 August 2019. St Chads office, Oldham, on 21 August at 9.30am. Then Hatfield Lounge, Fleetwood, 28 August at 10:30am.
Regenda is working in partnership with other Housing Associations, Irwell Valley, Equity and Mosscare St Vincent’s to put together a residents consultation to discuss the statements on the National Housing Federations' Together with Tenants report. The consultation will be held at the Oasis Community Centre, Haughton Green Denton on 11 September. If you would like to be involved, please contact Sarah Done - Resident Engagement Officer.
Regenda has been working with TPAS to put together a training course for staff and residents who attend panel or forum meetings. This course will be delivered on 18 July at the Hawthorns in Bolton.
The Customer Inspectors have tested the Day to Day Repairs promises. The overall satisfaction score has increased from 6.9 to 7.6, which is a great increase. The resident's comments have been analysed and recommendations for change have been sent to the Asset Team.
|July 2019||The Customer Inspectors will be reviewing the anti-social behaviour promises and listening into Customer Service Calls.|
|June 2019||The Scrutiny Panel will meet on 26 June at the Hawthorns, Bolton. Regenda Homes staff will complete a demonstration of out empty homes policy and procedures and discuss the Habitation act.|
|June 2019||The Customer Inspectors will be testing the repairs promises this month. They will call residents who have had a repair completed in May to ask their opinions of the service against the service promises.|
|June 2019||The Complaints Panel will meet at The Hawthorns in Bolton to discuss this quarter’s complaints and proposed ideas to improve the customer’s journey.|
The Financial Inclusion Team scored a great 9.2/10 following the Customer Inspectors testing the promises. The Financial Inclusion Team is delighted with the feedback, showing the great service and advice they provide to our residents.
|May 2019||As the weather has warmed up the Customer Inspectors are out and about completing estate inspections.|
The Readers Group has been sent the new proposed text messages to be sent to residents post repair. The Readers confirmed it read well and was understood. They have given the proposed text message the Residents stamp of approval.
The Planned maintenance Team have scored an average of 8.2 /10 from the recent customer inspector review. Following the feedback from the review they increased post inspections to a full day once a month and this will also be increased if necessary.
|May 2019||The Customer Inspectors are to test the Financial Inclusion promises.|
|April 2019||The Scrutiny Panel are meeting in Bolton to decide the new topic for review. They will analyse data and performance to determine the subject.|
|April 2019||Customer Inspectors will meet to review the planned maintenance promises. They will contact residents and ask them about their experience with Regenda Homes and M&Y Maintenance & Construction.|
|April 2019||The Complaints Panel will meet in Bolton on 30 April 2019 to review the past quaters complaints performance. If you are interested in joining the complaints panel please contact Sarah Done on 0151 703 3795 or email@example.com|
|March 2019||The Readers Group have analysed the Regenda Group's new Communications Policy. The policy was sent to the Group via post, they reviewed it and fed back the required improvements. The policy has now been modified to show the resident's opinions. The Director of Communications has said ‘The Policy is a much better document as a result of the resident input. Resident feedback really makes a positive difference in how we work.’|
Customer Inspectors will meet to review the repairs promises. They will contact residents and ask them about their experience with Regenda Homes and M&Y Maintenance & Construction.
The Scrutiny Panel will meet in Bolton and analyse the last three reports - complaints, right first time and service charges.
A Regenda colleague will report back to the scrutiny panel how Regenda has implemented the recommendations from the reports and whether the services have improved.
|February 2019||The Resident Engagement Officer, together with other staff members are attending the TPAS North West event. We will be discussing key housing issues and housing associations approch to its residents.|
|February 2019||The customer inspectors will be contacting residents who have a ASB closed case to review the ASB service promises.|
|January 2019||A new customer inspector from Tameside has joined our team. Peter has already started the role by helping with the gas services review and assisting other customer inspectors with estate walkabouts. If you are interested in joining our team, please email firstname.lastname@example.org or call our Resident Engagement Officer, Sarah Done.|
|January 2019||The customer inspectors will be contacting residents testing the gas servicing promises.|
|January 2019||The customer inspectors will be reviewing the customer service centre. They will be listening to recorded telephone calls and quality checking them against the customer service promises.|
|January 2019||Interviews for the scrutiny panel in Lancashire and Merseyside area.|
|December 2018||Interviews for the scrutiny panel in Greater Manchester area.|
|December 2018||The scrutiny panel are meeting to finalise their current review on Tenancy Management and Neighbourhoods. We are currently recruiting for the scrutiny panel, if you would like to join us, please email email@example.com for more details.|
|November 2018||Would you like to become a Regenda Customer Inspector? We are holding a customer inspector training day on 19 November 2018 in Fleetwood, please contact Sarah Holt on 0151 7033795 or Sarah.firstname.lastname@example.org for more details.|
|November 2018||The next scrutiny panel meeting will be held at The Willows Bolton on 13 November 2018. If you would like to join the scrutiny panel, please email email@example.com for an application form.|
|November 2018||The scrutiny panel will review the new build and financial inclusion promises this month.|
|October 2018||The next scrutiny panel meeting will be held at The Willows Bolton on 18 October 2018. If you would like to join the scrutiny panel, please email firstname.lastname@example.org for an application form.|
|October 2018||The customer inspectors are reviewing the day to day repairs service this month.|
|October 2018||The complaints panel will meet to review the last quarter's complaints.|
|September 2018||The resident involvement event and clean up day will take place on 26 September 2018 at Pearl Mill, Abby Hills, Oldham|
|September 2018||Two customer inspector training days have been organised for 17 September 2018 in Oldham and 24 September 2018 in Liverpool. If you are interested in joining in, please email email@example.com|
|September 2018||The Resident Engagement Officer and customer inspectors will be attending the Northwest TPAS conference in Blackpool on 12 September 2018.|
|September 2018||The Resident Engagement Officer and four engaged residents from the Lancashire area will attend the TPAS North West conference.|
|September 2018||The scrutiny panel will meet and share their findings from shadowing the Housing Officer (Communities).|
The new Regenda promises have been approved and changed on our snap survey. Please have a look and give your feedback:https://www.snapsurveys.com/wh/s.asp?k=150106917426
|August 2018||The customer inspectors will be calling our residents who have a closed ASB case in the last six months to ask how we did against our promises. They ask the resident to score the service out of 10. We will then take an average of the score to see how we are doing and review the comments to see where we can improve.|
|August 2018||The Neighbourhood Team, Repairs Team and the Resident Engagement Officer met with local residents at Joe Connolly Way, Rochdale. We asked the residents their opinion on our repairs service and asked for feedback.|
|July 2018||The Neighbourhood Team, Repairs Team and the Resident Engagement Officer met with local residents at the fire station, Fleetwood. We asked the residents their opinion on our repairs service and asked for feedback.|
|July 2018||The Customer Experience Manager has completed the Resident Involvement Strategy for the next three years. This strategy has been published on our Engaged Resident Facebook page and emailed to the Readers Group to give residents the opportunity to give their opinion.|
|July 2018||The Neighbourhood Team, Repairs Team and the Resident Engagement Officer met with local residents at Covington Place, Wilmslow. We asked the residents their opinion on our repairs service and asked for feedback.|
|July 2018||The Customer Experience Manager, Resident Engagement Officer and a member of the Scrutiny Panel attended the National TPAS conference in Warwickshire. We met with numerous other Housing Associations, shared best practice and have come away with great ideas to implement in the future.|
|July 2018||The scrutiny panel have met. The current review is the role of the Housing Officer (Communities). They will shadow members of staff and report back their findings at the next meeting in September.|
|July 2018||The Neighbourhood Team, Repairs Team and the Resident Engagement Officer met with local residents at Wardleworth Community Centre. We asked the residents their opinion on our repairs service and asked for feedback.|
|June 2018||The Customer Inspectors are now reviewing our planned maintenance department. Click on the link to see the outcomes of our surveys https://www.regenda.org.uk/download.cfm?doc=docm93jijm4n2394.pdf&ver=3456|
|June 2018||The Scutiny Panel and Complaints Panel are attending a training day on report writing on 21 June at The Willows, Bolton.|
|June 2018||The Complaints panel are meeting on 18 June.|
|June 2018||The Resident Engagement Officer will attend Victoria Fields Summer Fun Day - Kings Church, Birkenhead, Wirral CH42 0PF on Saturday 16 June. Come along and say hello.|
|May 2018||Customer inspectors are meeting at St Chads Office, Oldham to conduct a gas services survey on 22 May 2018.|
|May 2018||The Resident Engagement Officer will attend a community day at Banks, Southport on 18 May 2018. Come along and join us.|
|May 2018||The Resident Engagement Officer attended a Planting Day at Morris Court, Birkenhead on 11 May 2018.|
|May 2018||The Customer Experience Team will be meeting with other local landlords on 16 May 2017 to discuss resident involement incentives.|
|May 2018||Complaints panel training will start on 8 May 2018.|
|May 2018||The next scrutiny panel meeting will be held on 3 May 2018. The Neighbourhood managers will give a presentation to the panel of how their team works.|
|April 2018||We have recruited four new members for our complaints panel. The first meeting was held on 5 April 2018. We are still loooking for residents to join our panel. If you are interested please email firstname.lastname@example.org|
|April 2018||We are pleased to annouce Mr I from Oldham has won the mystery shopper prize draw.|
|April 2018||The scrutiny panel presented the Service Charge Review report to the Customer Excellance Panel. Regenda will now look into implementing the suggestions made in the review.|
|March 2018||The scruntiny panel have chosen a new topic for review. They will be looking into the Neighbourhood services.|
The customer inspectors will now conduct a review on our new build promises. Watch out for the outcome.
The Resident Engagement Officer, Sarah Holt will attend the OL8 Easter Fair at the Tenants Hall, Limehurst on Saturday 31 March. Please come along to say hello and give feedback.
|March 2018||We are holding a customer event on 20 March 2018 at The Willows Bolton. We are asking our residents to review our service promises, ‘What is good?’ and ‘What needs improving?’ If you would like to attend this event, please email Sarah Holt the Resident Engagement Officer at email@example.com|
Our communications team are devising a new ‘Customer Stamp of Approval’. We will add the new stamp on each document our Residents Readers Group approve. Would you like to join the Readers Group and approve Regenda's leaflets and documents? If so, please email Sarah Holt the Resident Engagement Officer at firstname.lastname@example.org
The customer inspectors have called over 100 residents who have requested a repair in January 2018 and asked for their feedback.
|January 2018||We have successfully recruited a new customer inspector in the Merseyside area, Mrs A. Mrs A lives in a Regenda bungalow, she loves her home and the community. Mrs A wanted to volunteer to help communities and to keep her occupied in her retirement.|
|January 2018||Our customer inspectors reviewed our planned maintenance promises in November 2017. We surveyed 89 residents, who overall gave Regenda 8/10. Take a read of our you said we did section to see examples of some of the comments from residents, who recommended improvements.|
Our customer inspectors are currently reviewing our promises on anti-social behaviour. They are calling residents to ask their experiences of our services.