You said we did - Cheshire
In September 2019 we held a large consultation with social housing residents from across the Northwest. Some of the feedback from the residents was: Utilise more resident input. Consult residents on how money is spent. Use resident groups for advice on how the association is run.
In response to this feedback the Customer Experience Team has arranged two focus groups to consult with residents on changes within the business. In December 2019 we organised a focus a group asking residents their opinion on the Financial Inclusion letters sent to our residents. In January 2020, our Business Transformation team are holding a focus group involving our residents in Regenda’s performance and target setting.
The review of housing services by residents is an important part of performance management and measuring how well Regenda is doing. We will ensure we continue in resident participation activities so that our residents can influence how services are delivered and have a say in how the Association is managed.
|August 2019||A disabled customer had to wait 20 days for a none urgent repair, which is within the service level agreement. The outstanding repair impacted on the customer’s wellbeing and quality of life. As all customers are not the same, some cases should be assessed on the customers individual needs as to whether the repair is urgent or not.||Our policy has been amended to ensure that this is reflected, the customer service centre are aware that they are able to use their discretion where required to get jobs booked in faster.|
|August 2019||Residents requested a text message or card drop to be sent customer who has reported an external repair to inform them the repair has been completed||Regenda have implemented a 'on our way' text messaging service which will send a message to all customer when our contractors are on the way. This will let customers know when operatives have attended.|
|August 2019||Residents requested for repair follow on work to be prioritised to reduce the overall length of time to complete the repair||The asset team have developed a new contact number exclusive to operatives so they have easier access to planners to book a new appointment whilst on site. This will reduce the wait time for another appointment.|
|October 2018||A mystery shopper has commented on how his complaint was handled.||Both the service manager and complaint handler called the customer to see how we could help and resolve his enquiry.|
|September 2018||A mystery shopper at Covington Place, Cheshire commented that the timber doors and frames needed to be painted as they was becoming to look unsightly.||The surveyor visited the scheme and raised a job for all the timber front doors & frames to be painted, each resident will have a choice of colour.|
A customer inspector visited Bowness Road, Timperley.
He reported the ivy growing up the wall is overgrown and needs attention. He took photographs and sent to Regenda.
|The housing officer sent the photos to the gardening supervisor and requested at the next visit can they complete the work needed.|
A customer inspector visited Templar Court in Cheshire.
He reported that the large trees need cutting back, external porch needs redecorating, guttering needs clearing and moss to be removed from roofs.
As a result of the feedback, our housing officer has arranged for an inspection by tree surgeons.
External redecoration/porch soffits has added to the asset management wish list programme for redecoration works asap.
A job has been raised to clear the guttering
Asset management have confirmed that they no longer remove moss from roofs.
|April 2018||Mr M advised he received a letter in January advising he would have new storage heaters installed in March this year. March came and he hadn’t heard anything, so he called Regenda. He was told that Regenda have changed the programme. He was quite upset as he had to call Regenda to find out this information.||Our planned maintenance manager has confirmed the customer will receive a letter and information booklet about the planned works that they have been selected for. Within the information pack it will include what steps will happen next, including what the customer needs to do in order to be ready for the planned works. If any customers are removed from the programme for any reason we will also send a letter out to the customer to inform them and the reason why.|
|December 2017||A resident said he was left without a cooker from Friday to Sunday because the electrics were tripping. The splash back had also come away.||Regenda has apologised about the electrics, which has been resolved by our day to day repair team. An inspector has been organised to view the splash back.|