Find out more about how your views have influenced change at a local level...

You said: Residents at this Independent Living Scheme reported a high number of repairs.

We did: Instead of reporting repairs on an individual basis through the Contact Centre, residents were asked to report repairs to the Scheme Manager. The Scheme Manager was able to work out exactly what tradespeople were needed, so that they repairs could be fixed first time with fewer repeat visits from the same contractor.

You said: Residents were concerned about the security of their estate.

We did: We carried out a face-to-face consultation with residents to find out about their priorities in terms of scheme improvements. It had been suggested that enclosing the estate with a fence might improve security, but some residents were concerned that this would make the area seem uninviting. Instead, residents recommended installing CCTV cameras to discourage anti-social behaviour. This consultation was supported by a handful of head-office staff, giving them some experience of engaging with residents and improving their understanding of the Customer Partner role. 

You said: Residents were concerned about the security of their estate.

We did: We carried out a face-to-face consultation with residents to find out about their priorities in terms of scheme improvements. It had been suggested that enclosing the estate with a fence might improve security, but some residents were concerned that this would make the area seem uninviting. Instead, residents recommended installing CCTV cameras to discourage anti-social behaviour. This consultation was supported by a handful of head-office staff, giving them some experience of engaging with residents and improving their understanding of the Customer Partner role. 

You said: The communal lounge in this Independent Living scheme is underused.

We did: We invited residents to a fish and chip lunch to hear their suggestions for events and activities.

You said: Residents would like to feel safer and more secure in their community.

We did: We invited the local Police Community Support Officer to this Independent Living Scheme, to offer residents safety advice.

You said: Our grounds maintenance providers were not delivering the standard of service residents wanted and expected.

We did: We invited residents on this leasehold scheme to nominate their own locally-based contractor to provide the grounds maintenance service. We consulted with residents about the specification, and asked successful nominees to provide a quote based on the enhanced specification.

You said: Residents would like to see more partnership working, to promote safer and more attractive living environments.

We did: We arranged a 'Champion Day', which had the following outcomes:

  • We carried out an inspection of the estate and noticed items of bulky waste in residents' gardens. We hired a skip and assisted residents to dispose of their unwanted items.
  • Following reports of graffiti and drug dealing, we invited the neighbourhood PCSOs to attend and address any concerns about anti-social behaviour.
  • We identified residents who were struggling with their rent. Our Income Officer spoke to those who were affected to offer them some friendly support and advice.
  • Our Repairs Surveyor was on hand to take any reports of maintenance issues.

You said: Residents would like to see more partnership working, to promote safer and more attractive living environments.

We did: We arranged a 'Champion Day', which had the following outcomes:

  • We carried out an inspection of the estate and noticed items of bulky waste in residents' gardens. We hired a skip and assisted residents to dispose of their unwanted items.
  • Following reports of graffiti and drug dealing, we invited the neighbourhood PCSOs to attend and address any concerns about anti-social behaviour.
  • We identified residents who were struggling with their rent. Our Income Officer spoke to those who were affected to offer them some friendly support and advice.
  • Our Repairs Surveyor was on hand to take any reports of maintenance issues.

You said: Our grounds maintenance providers were not delivering the standard of service residents wanted and expected.

We did: We invited residents on this leasehold scheme to nominate their own locally-based contractor to provide the grounds maintenance service. We consulted with residents about the specification, and asked successful nominees to provide a quote based on the enhanced specification.

You said: Residents would like to see more partnership working, to promote safer and more attractive living environments.

We did: Customer Partners, Contract Surveyors, Estates Services and the Income Team met with residents on-site to offer support and advice on a range of different issues. Together with our repairs contractor, we helped to remove unwanted items from residents' homes, pick up litter and repaint the fences. We also used this opportunity to make sure that residents' household details were up-to-date and that they are able to access their rent accounts online. Residents were pleased to see partnership working in action.

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