Page 4 - 25865A Regenda Broadsheet AW 2017 8pp v7

4 Issue 25 | a utumn-winter 2 017

The R egenda Group A nnual

P e rformanc e R e port 2016/17

About us

We are a g reat quality, i nnovative property b usiness, creating t he homes Our v alues
people n eed.
Our values a re the o perating p rinciples that g uide our r elationship w ith c ustomers,
£63.8 million #22 We were named in the partners a nd stakeholders. T hese are:
#22
We have a G roup
£63.8 turnover of Sunday T imes Top 1 00
Companies to work for
£63.8 million
We have a G roup turnover of We were named within the S unday Customer f ocus Efficiency and v alue for m oney
million
(not for p rofit category),
£63.8 million Times Top 1 00 Companies to work for
ranked 22
(not for p rofit category), ranked 22
Teamwork Ambition and d ynamism
What does all t his mean for y ou?
Well it means our fi nances a re healthy , which m eans we can i nvest m ore m oney High performance Openness a nd honesty
into our h omes and c ommunities. A nd our s taff are h appy working f or us and y ou
know what they say – a h appy workforce m eans a b etter service for c ustomers! Customer f ocus is one o f o ur core values, and w e s trive to put t he customer a t t he
heart of everything w e d o. Understanding c ustomer s atisfaction is key t o u s a nd
we regularly seek feedback from customers to identify areas for i mprovement.

Customer f eedback

The R esident Scrutiny P anel is an independent team of residents w ho work closely
with Regenda H omes’ s taff to review services a nd performance and s uggest ways
we can m ake t hings better.
Our Resident Scrutiny P anel completed t wo service reviews d uring 2 016 41.8% 53.8%
(complaints and r epairs), a nd is currently r eviewing s ervice charges, particularly of complaints of complaints
concentrating o n o ur caretaking a nd cleaning s ervices. escalated resolved quickly
The s crutiny p anel is supported b y m ystery shoppers a nd customer i nspectors,
who t est o ur performance against o ur service standards.
Our Resident Scrutiny P anel
85% 9 3 % 81% 490

ofresidents a resatisfiedwiththe of residents a re satisfied with our of residents a re satisfied with the complaints received in 2016/17
services w e p rovide repairs a nd maintenance service quality of their home

Y o u s aid We did Y o u s aid
We did
We are
"We w ant t he implementing "We w ant b etter We did We have set up
right t radesperson a n ew diagnostic communication We’ll b e u sing a new t ext alerts
new
r epairs
to confirm
allocated to the tool to make s ure for r epairs scheduling s ystem appointment
right r epair" the r ight person appointments" in 2017/18
turns up to your times
repair

Y o u s aid We did We did
"We w ant y ou We did We did We did We did We now h ave We have rolled
We have introduced
We have invested
to improve how We have reduced in new t echnology We have reduced a t enant r epresentative a d edicated out s taff training
the c omplaints
the t ime i n w hich
you d eal with we will respond to to help us monitor process to the C omplaints customer on how t o h andle
a c omplaint
feedback
complaints" a c omplaint and m anage from three to Panel f or stage t wo coordinator throughout t he
complaints two s tages hearings
role business