You said we did - Greater Manchester
|You said||We did|
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.
|October 2019||A elderly mystery shopper complained Regenda didnt clear her gutters when requested as it is in the tenancy for the resident to maintain the guttering||As the resident is elderly and disabled. As a duty of clare, Regenda have instructed for our repair service to clear the gutters.|
|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||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 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.|
|April 2019||A customer in Greater Manchester had a new boiler fitted and fed back he didn’t understand how to use the thermostat.||We contacted the customer to explain. Going forward we are looking at an easy user guide for thermostat as it can be difficult to use.|
|March 2019||A Customer Inspector noticed rubbish and refridgerator in Thornley Hill Close, Glodwick||The Neighbourhood Officer wrote to the resident involved. The rubbish has since been removed.|
|January 2019||A Customer Inspector reported rubbish and overgrown bushes in the back alley of Well Meadow.||A job has been raised for the caretakers to tidy up the alley. The bushes are property of the Cricket Club, therefore we are unable to cut back them back.|
|January 2019||A Customer Inspector reported dog mess in a back garden on Well Meadow Tameside.||The Neighbourhood Officer has contacted the resident and requested they clean the back yard.|
|October 2018||A Customer Inspector brought some unkept gardens in the Hyde area to our attention.||The housing officer has since written to the residents in the properties requesting they clean up the garden and remove rubbish.|
|September 2018||Regenda held a clean up day in Abbyhills, Oldham. A Customer Inspector attended and highlighted some fence and gutter repairs.||The Housing Officer has raised jobs for the repairs to be done as soon as possible.|
|August 2018||A resident advised one of our Customer Inspectors that she hasn't heard from her Tenancy Enforcement Officer for a while. As the case is still ongoing she requested a call back.||The Tenancy Enforcement Offier has called the customer back to see how we can help further.|
|July 2018||A Mystery Shopper from the Werneth area of Oldham commented on the fly tipping in the area and cars being dumped in the residents' car park.||
The Housing Offiicer (Communities) has written to all residents regarding rubbish and included in the letter where the local recycling waste is. He has also arranged for rubbish dumped outside the flats to be removed by our caretakers.
The gates at this particular scheme are broken, resulting in cars being parked or dumped in the residents car park. A third party management company called Chamonix, are responsibile for the repair and aware of the gates and the issues it is causing. We will contact them again and request to hold a meeting.
A customer inspector visited Macclesfield and reported rubbish in gardens on Flying Fields Drive.
It was reported communal gardens needed attention at Ullswater Mansions, Macclesfield.
Carpets at Greengates, Macclesfield have been reported to be unclean.
The Neighbourhood Officer has contacted the resident and requested for the rubbish to be removed within 14 days.
Gardens visited a few days later on 8 June and tidied the communal garden.
Regenda have contacted the contractor Assist and requested a carpet clean of the scheme.
|May 2018||A mystery shopper commented she didn't receive a letter from Regenda to advise of her upcoming gas survey. Also, of the limitations of appointment times on offer.||
The contract manger for gas servicing advised Regenda cannot trace a root cause for the letter not reaching the mystery shopper, but arranged to call the customer to apologise, confirm we have the correct address details and see if there is anything else we can do to improve the service.
|January 2018||Sheltered schemes, Heylee, St Lawrence and Fairthorne Grange in Tameside have been inspected. The results were 10/10 excellent. The customer inspector recommended Regenda update the notice boards in the schemes with more information regarding contractor specifications.||The notice boards have now been updated with the correct cleaning specifications.|
|January 2018||A customer inspector has visited Stanhope Street in Tameside. He noticed a fence that is in need of repair and there are a couple of untidy gardens.||We have arranged for caretakers to treat the fence and the residents with untidy gardens have been contacted.|
|January 2018||A resident said that her boiler doesn't work well with old radiators.||Inspector called, identified snagging problem. A job has been raised to rectify.|
|A resident explained how she had been unsure on how to use her new heating system.||Our operatives have explained how to use the system at the time of installation. An easy how-to guide has been sent to the resident to refer to.|
|December 2017||A customer inspector has noted, overgrown garden and dumped furniture in a garden on McDonough Close, Fitton Hill.||A neighbourhood officer has written to the resident to request they clear the garden and remove any rubbish.|
|December 2017||A customer inspector visited the Fitton Hill area. He highlighted some outstanding repairs to gutters and fascias.||A neighbourhood officer contacted the residents of the properties to inform them a repair has been requested. Also, some graffiti has been spotted. A job has been raised for M&Y to clean up.|
|November 2017||A resident told us that there was rubbish in the gardens and fly tipping at Wellmeadow, Hyde.||The team spoke to the residents responsible and requested they remove it as soon as possible. The team also asked the caretakers to remove the fly tipping as a result of the inspection.|
|November 2017||A resident reported that while their scheme was well maintained, there were a few repairs outstanding. An overgrown gutter was causing damp in the porch for a disabled tenant.||Our neighbourhood team raised jobs for these repairs to be completed as soon as possible.|