Hartlepool

August 2021

You said: Residents missed seeing our staff and contractors out on-site, due to the coronavirus restrictions, and were starting to feel disenfranchised.

We did: As restrictions began to lift, our thoughts turned once again to how we could safely meet with customers face-to-face once again and deliver a 'personal' customer experience. Our staff visited the estate to catch-up with residents (new and existing), to find out how they'd been coping with the restrictions and provide any support they could. The restrictions had led to a backlog of repairs in some areas. Our staff were on hand to take reports of repairs and chase up any repairs which were outstanding. We were also keen to get residents' views on the communal cleaning service, as response rates to surveys had been low. Our cleaning contractor was on hand to respond to any queries about the service.

January 2022

You said: Residents reported problems with litter and fly-tipping.

We did: We sent a leaflet to all households explaining the enforcement action we would take against perpetrators of fly-tipping, and reminded residents about how to dispose of their waste correctly to prevent the problems previously seen with overflowing bins. We considered the installation of temporary CCTV to help identify perpetrators and are working closely with the local authority to monitor the situation.

June 2022

You said: Residents would like more regular and frequent contact with the staff who deliver their services.

We did: The new Customer Partner for the area visited the area to introduce themselves and explain how they could help residents to stay safe, happy and comfortable in their homes. We asked customers about their future housing aspirations, and whether there is anything we can do to support them. We invited customers to suggest how the appearance of the area could be improved.