You said, we did...

You said;

You want to be confident that we will consistently, and seamlessly deliver an excellent experience with regards to repairs and maintenance;

We did;

July 2024 — We have what you been working with you to a) define what "excellent" looks like to you; and b) review your "journey" with us to identify what is important, what you find difficult, and where you are/are not satisfied.  We are reviewing our processes with this in mind, and have developed an action plan to address our weaknesses/opportunities for improvement.  We will meet with you in 6 months to review progress and change.

You said;

You want us to work as one team, take ownership, be professional and get things done right the first time.

We did;

July 2024 — We are looking at how we work within and between our teams, reminding ourselves of the Group's culture, values and behaviours and reviewing our processes/performance framework to make sure we are doing and measuring the right things.

You said;

You want to be listened to and treated with respect.

We did;

July 2024 — We are developing a code of conduct with you and our operatives; to remind us of what we each commit to - to give us the best chances of success, particularly how we are expected to behave; when we are working in or around your homes.

You said;

You want us to be open and honest, keep you updated, and put things right when they go wrong.

We did;

July 2024 — We are looking at our processes, systems and touchpoints to make sure we are sending the right information in the right way at the right time.  We are specifically looking at the option to send weekly reminders in advance of your scheduled appointments.  

We are looking at the points of failure in our processes to get right to the root cause and take a more proactive preventative approach. When things change, or go wrong we will put things right, and we will also put measures in place to reduce the likelihood of them happening again.

You said;

You wanted the Fire Safety Packs to be more tailored and relevant to your needs;

We did;

March 2025 — We have developed four packs, each tailored to different tenure types: Housing for Older People, Supported Accomoation, General Needs, and one for Redwing customers, making them more customised to your requirements.

You said;

(Consultations — June 2025) We need to ensure that our communications are accessible to all.

We are doing;

From feedback we got from consultations, complaints and interactions with customers, we have commissioned an external accessibility review of our repairs and compliance services to ensure all communications linked to these are clear and accessible for all. This will be completed by the end of 25/26. 

You said;

You said it wasn't clear where scheme and estate inspections were taking place as there was no postcode was on the website.

We did;

November 2024 — We have added the postcode to the website for scheme and estate inspections, making it easier for residents to see where they are taking place and get involved. These dates have also been added to the Regenda portal.

You said;

•    Clearly defined metrics and how they impact on a resident’s life 
•    Give full wording before use of acronym 
•    A full explanation of all jargon 
•    Clearly defined aims and how it benefits residents 
•    Consider font size – too small 
•    Reduce amount of text by highlighting key points, Simple sentences with one point per sentence 
•    Simplify values used (0.2%, 0.02%)   
•    Simplify the metrics 
•    Reduce text density by using bullet points 
•    Better visual indicators for targets and improve colour to whether target met or not 
•    Add additional page for residents that clearly explains how metrics benefit residents with practical examples 
•    Consider how the document is read on a phone 
•    Include a list of acronyms/abbreviations 
•    Explain what the VFM statement is and why its produced for residents

We did;

In November 2024, we:

•    Explained what the value for money report is for and why it is useful for residents.
•    We have created a new layout for the document which breaks up the information more, using reduced text density by using bullet points, a larger text size and additional headings.
•    Used plain English, explained all jargon and financial descriptions.
•    Explained what the VFM statement is and why its produced for residents. 
•    Simplified the metrics - Displayed the data in a new visual format allowing a direct comparison of figures side-by-side – allowing the ‘data to speak for itself’.
•    We have standardised the use of decimal places where possible, although some figures (new supply) require two decimal places to showcase minor increases/decreases. In the next financial year we will review the data from source and aim to generate the same number of decimal places for all values (if possible).
•    In the 2024/2025 statement we will include specific examples about how the metrics impact residents, and we will simplify the metrics and how they are visually displayed.
•    Explained the use of percentages and what they mean.
•    PDF layout is suitable for mobile reading 
•    We have explained all jargon where it is used the first time, and created a list of key terms for quick reference.
•    We have added the additional comments about projections alongside each metric in the table. 

You said;

(Temporary Accommodation Policy Consultation, June 2025) 

1. When a customer is moving into temporary accomodation, it should be a minimum of 4* with a private bathroom.
2. If a disabled customer is going through the process, the customer/ family member/ friend or staff member should visit the accommodation first to check that it is suitable before the customer agrees to it.

We can't, because;

June 2025 —

1. We are not able to include a guarantee of a minimum of 4* accommodation in the policy as the accommodation is reviewed with our customers on an individual basis and is limited to availability.
2. We cannot amend the policy to include this as a guarantee - due to the nature of AirBnBs, this isn't always possible. However, we will make every effort to accommodate this.

You said;

(Gas Safety Policy Consultation, June 2025)

1. We should make it clearer what a TOAT (Turn on and Test) is and what it entails.

We did;

June 2025 —

1. We have changed the policy to give the full name and detail what the TOAT (Turn on and test) entails.  

You said;

(Electrical Safety Policy Consultation, June 2025)

1. We should put clearer labels on Distribution boards and fuse boxes in communal areas.

We did;

June 2025 —

1. Although these stickers are no longer required, in line with BS7671 18th Edition, M&Y have now been instructed to reinstate the old stickers that were previously required to make it easier for customers to see. This will be implemented from 1st July 2025 onwards.

You said;

(No Access Policy Consultation, June 2025) 

1. We should include an option to be able to track operatives so that customers know when they will arrive at the property (like Amazon, DPD etc).
2. We should create shorter two-hour repair slots so that customers can be in for a repair.
3. We should create a shorter version of the policies highlighting key points for customers to refer to. 

We did;

June 2025 —

We are working on a shorter version of all Asset Management policies will be created to go alongside the standard policy.

We can't, because;

June 2025 —

1. We currently do not have the technology to allow this. Further feedback will be provided as part of the Repairs Transformation Plan.
2. We would love to be able to offer this, given the nature of responsive repairs, a 2-hour window is not practical. Operatives would not be able to go to collect materials or complete works that require more than the original job raised. Emergency repairs currently make up 25% of works completed. By having a 4 hour window in AM or PM it allows for the completion of these works while still fulfilling customer led appointments. By shortening the appointment window, this would likely increase the number of failed appointments.

You said;

You wanted the Fire Safety Packs to fit your needs better.

We did;

March 2025 — We have developed four packs, each tailored to different tenure types: Housing for Older People, Supported Accommodation, General Needs, and one for Redwing customers, making them better suited to your requirements.