You said we did - Lancashire


  You said We did
January 2020

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 there 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.
July 2019
A resident in Fleetwood commented on the poor communication between residents and the Liasion team.  
Regenda have also spoken to the tenant Liaison team to address the communication with residents.
May 2019 A resident from Poulton – Le – Flyde has commented on the gardening service.  The gardeners have only been once this month and the job wasn’t up to standard

The environmental services officer has had a meeting with M&Y gardeners, they have had problems staffing, but has since recruited more gardeners to meet the service standard.  Regenda will continue to monitor the service

April 2019 A Mystery Shopper in Lancashire has commented the pipes haven’t been boxed in after a new boiler was fitted An Inspection was arranged and an appointment was made to box in the pipes.  The planned maintenance team are now making monthly post inspections to ensure work is up to standard.
February 2019 A resident has complained about children palying football on his street in Fleetwood.  Regenda have funded a youth bus, worked with police  and council funded foam balls to alleviate complaints.
November 2018 On our Financial Inclusion review, the Customer Inspector spoke to a resident who was struggling with their bills. A Money Advice Officer called the resident to give advice.
October 2018 A Mystery Shopper in Thornton Cleveleys fed back that she was disappointed in the repairs service and had lost faith in Regenda. The repairs co-ordinator called the resident to apologise and reassure the resident. Appointments for outstanding work was booked.
July 2018 Customer Inspectors visited The Grove, Bilsborrow. They noticed the gardening was not up to standard. Local residents also complained to the Customer Inspectors about the quality of the gardening. A housing officer has rang all residents at The Grove and collated some feedback regarding Distinctive Gardens. We have arranged to meet with Distinctive Gardens to go over the feedback when they are on site on 20 July 2018. 
July 2018 Customer Inspectors noticed outstanding repairs on a property on St Marys Road Ecclestone.


Our Customer Service Centre have raised the job for tiles missing from side of property and a disconnected down spout.
June 2018

Customer Inspectors visited some of our estates in the Presall area. They reported three properties with overgrown/unkept gardens.

It was reported a manhole cover on Ash Lea Grove, Stalmine was raised and a potential trip hazard.

A communal grass area on Birch Close, Stalmine was over grown and needed the gardeners attention.

Untidy garden letters have been sent to the gardens in question. It was also explained to the residents that we will conduct a further inspection in two weeks time.

A Neighbourhood Officer will complete a Health and Safety check on the manhole cover.

The communal grass area has been reported to the contract gardners.

May 2018 A Customer Inspector reported untidy gardens and an outstanding repair on Eamont Place, Fleetwood. The Neighbourhood Officer has spoken to the residents with the untidy gardens and a job was raised for the repair.
April 2018 A Customer Inspector noticed a dumped fridge in Halton Gardens, Cleveleys.  This was reported to the Neighbourhood Team who arranged for the fridge to be removed.
January 2018 A Customer Inspector visited our Cherry Tree Court scheme in Fleetwood. He reported on poor lighting and that the gutters were blocked. A job was raised to clear the gutters. A Regenda Inspector visited the scheme to inspect the lighting in the communal areas.