Burnley

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

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. The local PCSO attended to help address any concerns about crime and anti-social behaviour. Customers reported that local youths loitering in the communal areas is a major concern and something that we are very keen to address, working in partnership with the police.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

November 2021

You said: Residents were struggling to maintain their gardens.

We did: We consulted with customers as to whether they would like our grounds maintenance contractors to take responsibility for maintaining their outdoor areas, and whether they would be happy to pay for this through their service charge.

December 2020

You said: Due to the circumstances surrounding the coronavirus, we were unable to hold the usual AGM and pre-budget meetings face-to-face with residents on this leasehold scheme.

We did: Instead of cancelling or postponing the meeting, we held it online. In advance of the meeting, the local Homeownership Specialist recorded a presentation of the annual accounts, explaining any variations in charges. A recording of the meeting was posted online for the benefit of residents who had not been able to attend.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

December 2020

You said: Due to the circumstances surrounding the coronavirus, we were unable to hold the usual AGM and pre-budget meetings face-to-face with residents on this leasehold scheme.

We did: Instead of cancelling or postponing the meeting, we held it online. In advance of the meeting, the local Homeownership Specialist recorded a presentation of the annual accounts, explaining any variations in charges. A recording of the meeting was posted online for the benefit of residents who had not been able to attend.

May 2020

You said: In the grip of the coronavirus crisis, some residents at this Independent Living scheme were at risk of loneliness and isolation.

We did: The challenging circumstances did not stop residents from celebrating the 75th anniversary of VE Day. Residents enjoyed a sing-along in the car park with a buffet provided by a family member. Residents and staff are working collectively to build community spirit at this unnerving time, all the while maintaining social distancing.

August 2020

You said: In 2020, we took the decision to close communal lounges in all schemes across the country. The aim was to minimise contact between residents and to reduce the risk of coronavirus spreading. As the country began to emerge from lockdown, some residents wanted the communal lounges to reopen.

We did: We consulted with residents to determine whether they would be in favour of reopening the communal lounge and what safety measures they would like to see in place if the communal lounge were to reopen.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2019

You said: Residents would like more choice over planned works.

We did: Installing new kitchens can cause a lot of inconvenience and upheaval, especially for older or vulnerable residents. However, residents at this Independent Living scheme were very impressed with the way they were consulted about their new kitchens. Residents were pleased with their opportunities to influence the style and design of their kitchens and praised our contractors for their hard work and integrity.

August 2019

You said: Residents would like to be recognised for the care and attention they pay to maintaining an attractive living environment.

We did: We facilitated an inter-scheme gardening competition for all Independent Living schemes in the region. We awarded prizes (and trophies) for 'Best Garden', 'Most Improved & Inspiring Garden' and 'Engagement & Inclusion'.

August 2020

You said: In 2020, we took the decision to close communal lounges in all schemes across the country. The aim was to minimise contact between residents and to reduce the risk of coronavirus spreading. As the country began to emerge from lockdown, some residents wanted the communal lounges to reopen.

We did: We consulted with residents to determine whether they would be in favour of reopening the communal lounge and what safety measures they would like to see in place if the communal lounge were to reopen.