Local changes in Bradford

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

A-M

January 2020

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.


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.


June 2021

You said: Residents would like to be more involved in selecting the contractors who deliver services to the estate.

We did: We are looking for a new contractor to service and repair stairlifts and other specialist equipment, including through-floor lifts and hoists. Since the Grenfell Tower fire, lots of changes have been made, and are still being planned to safety regulations. As part of our commitment to giving residents a real chance to influence and improve the services we provide, we asked residents to help us choose the right contractor for their needs - in terms of value and customer service. 


July 2021

You said: Residents were experiencing high service charges for repairs to the communal laundry facilities.

We did: We consulted with residents about proposals to replace the laundry machines through a contract rental scheme. Given the age of the current machines, repair costs were expected to escalate. Under the contract rental scheme, all repairs and servicing would be covered. New machines are expected to be cheaper to run and have shorter cycle times.


October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.


February 2022

You said: Residents were concerned about the impact of the rising cost of living.

We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We held a residents' meeting to hear residents' concerns and offer them any assistance we could. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.


April 2022

You said: Residents would like to make sure the estate is kept tidy, and would like more influence over how the communal grounds are landscaped.

We did: We invited customers to apply for the role of 'Green Inspector'. The Green Inspector will serve as the 'eyes and ears' for the estate, making sure that it is maintained as it should be and that the grounds maintenance service is delivered in line with the specification. The Green Inspector will take queries from residents about the grounds maintenance service and bring to Accent's attention any areas of concern. The Green Inspector will provide regular feedback on grounds maintenance by taking part in estate inspections to assess the quality of work and attend meetings with other residents, representatives from Accent and representatives from grounds maintenance contractor, Vital Element, to discuss performance. The Green Inspector will also pass on residents' suggestions as to how the communal areas can be improved.


June 2022

You said: Residents would like to offer feedback about Accent's services, but are not able to participate in online surveys.

We did: We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.

November 2021

You said: Residents were experiencing minor problems with repairs and would like to see them addressed.

We did: We held a Repairs Day. Accent staff were on site along with our contractor Ian Williams to blitz those minor repairs that easily go unreported. Ian Williams carried out repairs on many properties sorting out leaking taps, loose door handles, faulty trickle vents, sticking doors and faulty sockets. Ian Williams also brought their caged van and took bulk items to the tip free of charge, as a one-off offer for that day only. As well as residents' unwanted items we also took away some old benches and a bird feeder as requested by customers on the day.

Our grounds maintenance contractor also attended to tend to the communal grounds, answer any questions about the grounds maintenance specification, and to listen to customers' suggestions as to how the outdoor areas could be improved. We agreed to reduce the size of the bushes around the scheme, lay bark on some of the bare areas and replace the old benches with new ones, which will be secured to the ground.

Groundworks Green Doctor also joined us briefly to talk to customers and provide advice on how to keep warm through winter and potentially save money on energy bills.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

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.


June 2022

You said: Residents would like to offer feedback about Accent's services, but are not able to participate in online surveys.

We did: We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.

September 2019

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.


August 2021

You said: Residents were concerned about rising levels of litter and fly-tipping.

We did: We consulted with customers about proposals to increase the frequency of litter picks. It became apparent that some customers take a great deal of pride in their neighbourhood and volunteered to help out with the litter picks themselves.


October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.


March 2022

You said: Residents complained about litter, fly-tipping and the misuse of the communal bin area, which was constantly overflowing.

We did: After months of struggling with fly-tipping and overflowing bin stores, frustrated residents and staff decided something had to change. We got in contact with City of Bradford Metropolitan District Council Recycling Team and arranged for all the contaminated old bins to be removed and replaced with several new bins. The council volunteered a number of their team members to knock on doors and encourage residents to recycle and use the bins responsibly. Residents and staff worked really hard to clean and clear the existing bin stores so that everyone can benefit from a cleaner and greener living environment.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

September 2019

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.


August 2021

You said: Residents were concerned about rising levels of litter and fly-tipping.

We did: We consulted with customers about proposals to increase the frequency of litter picks. It became apparent that some customers take a great deal of pride in their neighbourhood and volunteered to help out with the litter picks themselves.


October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.


March 2022

You said: Residents complained about litter, fly-tipping and the misuse of the communal bin area, which was constantly overflowing.

We did: After months of struggling with fly-tipping and overflowing bin stores, frustrated residents and staff decided something had to change. We got in contact with City of Bradford Metropolitan District Council Recycling Team and arranged for all the contaminated old bins to be removed and replaced with several new bins. The council volunteered a number of their team members to knock on doors and encourage residents to recycle and use the bins responsibly. Residents and staff worked really hard to clean and clear the existing bin stores so that everyone can benefit from a cleaner and greener living environment.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

January 2021

You said: Residents raised concerns about grounds maintenance.

We did: Rather than address individual complaints one-by-one, we decided to set up a What’sApp group for customers to consult with each other, a representative from our grounds maintenance contractor and the local Customer Partner. We have found that a dedicated channel of communication helps to resolve issues more effectively. Together we are helping to make sure that the estate is maintained as it should be and that all residents can benefit from a safe and attractive living environment


June 2021

You said: Residents were experiencing minor problems with repairs and would like to see them addressed.

We did: We held a Repairs Day. Accent staff were on site along with our contractor Ian Williams to blitz those minor repairs that easily go unreported. In spite of the weather, the event was well-attended and we were able to talk one-to-one with many residents at a social distance in the communal garden. Ian Williams carried out repairs on many properties sorting out leaking taps, loose door handles, faulty trickle vents, sticking doors and faulty sockets.


June 2021

You said: Residents complained about a significant increase in rubbish on the scheme, which had accumulated during the lockdown.

We did: Bradford Council joined us at our Repairs Day to promote the importance of recycling and using the bins correctly. They left residents with leaflets and flyers to remind them which materials can be recycled. Ian Williams brought their caged van and took bulk items to the tip free of charge as a one-off offer for that day. (The cost of removing bulky items dumped on the estate is usually charged to residents, so it's in everyone's best interest to prevent this from happening). We recently changed the yellow markings in the lower car park to assist Bradford Council in getting access for the weekly collections. We asked that residents park considerably to allow the bin lorry to access the estate.


July 2021

You said: Residents would like more frequent visits from the grounds maintenance contractor during the summer months.

We did: Our aim is to deliver a good standard of grounds maintenance services across all of the regions in which we operate.

Most of our contractors deliver a frequency-based specification, meaning they visit your estate on a regular basis to carry out certain tasks.

In other areas, our contractors deliver a specification which is based on output - which means that they do not have to attend your estate at a specified frequency or at an allocated time, as long as they deliver the required standard.

We consulted with customers at Easthorpe Court about whether they’d like a specification which gives them the benefit of both: guaranteed weekly visits from the contractor throughout the summer months, with some flexibility as to which tasks are carried out and when.


April 2022

You said: Residents would like to make sure the estate is kept tidy, and would like more influence over how the communal grounds are landscaped.

We did: We invited customers to apply for the role of 'Green Inspector'. The Green Inspector will serve as the 'eyes and ears' for the estate, making sure that it is maintained as it should be and that the grounds maintenance service is delivered in line with the specification. The Green Inspector will take queries from residents about the grounds maintenance service and bring to Accent's attention any areas of concern. The Green Inspector will provide regular feedback on grounds maintenance by taking part in estate inspections to assess the quality of work and attend meetings with other residents, representatives from Accent and representatives from grounds maintenance contractor, Vital Element, to discuss performance. The Green Inspector will also pass on residents' suggestions as to how the communal areas can be improved.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

November 2021

You said: Residents expressed low levels of satisfaction with the grounds maintenance service.

We did: We consulted with residents and discovered that the low levels of satisfaction were primarily due to fly-tipping and the fact that some residents on the estate were struggling to maintain their private gardens. We asked our contractor to remove all bulky waste from the area and spoke to the residents with untidy gardens to explain the effect that this was having on their neighbours. We will pay closer attention to the estate in the future to make sure we can maintain it to the standard that residents expect.

September 2019

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.


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.


June 2022

You said: Residents would like to offer feedback about Accent's services, but are not able to participate in online surveys.

We did: We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.

February 2022

You said: Residents would like more face-to-face contact with their local staff.

We did: The local Customer Partner visited the area to explain Accent's services and how we could support them. We used this opportunity to ask residents about their housing aspirations. Most were happy with their homes and the local area and had no plans to move. Where residents were looking to move, we were able to offer guidance about the steps they should take to secure alternative accommodation. 

December 2019

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.


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.


July 2021

You said: Residents were experiencing high service charges for repairs to the communal laundry facilities.

We did: We consulted with residents about proposals to replace the laundry machines through a contract rental scheme. Given the age of the current machines, repair costs were expected to escalate. Under the contract rental scheme, all repairs and servicing would be covered. New machines are expected to be cheaper to run and have shorter cycle times.


June 2022

You said: Residents would like to offer feedback about Accent's services, but are not able to participate in online surveys.

We did: We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.

February 2022

You said: Residents were concerned about the impact of the rising cost of living.

We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We contacted each individual household to find out how this would impact them and offer them any assistance we could. In some instances, we were able to help customers with queries about repairs and maintenance. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.

 

February 2021

You said: We went door-to-door asking residents about their priorities for the estate. A common was concern was the appearance.

We did: We took pictures of the areas which were looking the most neglected and invited our grounds maintenance contractor to draw up an improvement plan for us. We used our discretionary budget to pay for the works. Residents have since been in touch to express their satisfaction:

'When you look out of the window at least there's something nice to look at now'.

'Not muddy anymore and you aren't bringing mess into your house. The scheme looks neater and a lot nicer'.

'Looks more beautiful. Gravel gives a nice look'.

You can see the 'before and after' pictures here.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

February 2022

You said: Residents would like more face-to-face contact with their local staff.

We did: The local Customer Partner visited the area to explain Accent's services and how we could support them. We used this opportunity to ask residents about their housing aspirations. Most were happy with their homes and the local area and had no plans to move. Where residents were looking to move, we were able to offer guidance about the steps they should take to secure alternative accommodation. 

May 2019

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.


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 2022

You said: Residents would their homes to be more energy-efficient to help with rising fuel costs.

We did: Properties on this estate will require extensive works to improve their energy efficiency. We knocked on each resident's door to explain how the work required would be assessed, what this work might entail, and how we could support them while work is underway. Some customers were concerned about the upheaval that this may cause. We were able to answer any questions and alleviate their concerns, and also explain the benefits that the improvement works would deliver.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

August 2019

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.

November 2021

You said: Residents expressed concerns about anti-social behaviour, particularly fly-tipping and drug dealing.

We did: We agreed to remove all bulky waste from the area, free of charge, as a one-off favour. We consulted with residents to determine whether they would like CCTV installed on the scheme to deter would be fly-tippers and prevent the problems previously seen with drug dealing. The consultation yielded a good response rate. The majority of residents were in favour and were happy to contribute to the cost of CCTV through their service charges.

M-Z

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

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.


March 2022

You said: Residents were concerned about the impact of the rising cost of living.

We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We held a residents' meeting to hear residents' concerns and offer them any assistance we could. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.


June 2022

You said: Residents would like to offer feedback about Accent's services, but are not able to participate in online surveys.

We did: We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

August 2019

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.

November 2021

You said: Residents expressed concerns about anti-social behaviour, particularly fly-tipping and drug dealing.

We did: We agreed to remove all bulky waste from the area, free of charge, as a one-off favour. We consulted with residents to determine whether they would like CCTV installed on the scheme to deter would be fly-tippers and prevent the problems previously seen with drug dealing. The consultation yielded a good response rate. The majority of residents were in favour and were happy to contribute to the cost of CCTV through their service charges.

November 2019

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.


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.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.


October 2021

You said: Residents missed seeing our staff and contractors out on-site, due to the coronavirus restrictions, and were starting to feel disenfranchised. Residents reported problems with anti-social behaviour and grounds maintenance.

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. Our grounds maintenance contractors met with residents onsite to discuss their concerns and agreed to increase the frequency of visits. Residents were encouraged to report any incidents of fly-tipping and make a note of the time and date so that evidence could be obtained from CCTV. We also discussed whether gates could improve the security of the scheme and prevent the previously seen problems with fly-tipping.


March 2022

You said: Residents were concerned about the impact of the rising cost of living.

We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We contacted each individual household to find out how this would impact them and offer them any assistance we could. In some instances, we were able to help customers with queries about repairs and maintenance. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.

 

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

January 2020

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.


October 2021

You said: Residents missed seeing our staff and contractors out on-site, due to the coronavirus restrictions, and were starting to feel disenfranchised. Residents reported problems with anti-social behaviour and grounds maintenance.

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. Our grounds maintenance contractors met with residents onsite to discuss their concerns and agreed to increase the frequency of visits. We also discussed whether gates could improve the security of the scheme and prevent the previously seen problems with fly-tipping.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.


May 2022

You said: Residents reported misuse of the car park.

We did: We consulted with residents about whether they would like us to install CCTV in the car park, to deter non-residents from using it, taking into consideration the effect this would have on their service charges.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.


June 2022

You said: Residents were concerned about litter and fly-tipping.

We did: Our partners at Bradford Council joined our community event to raise awareness about waste management and recycling, to prevent problems previously seen with litter and overflowing bins. CCTV had been suggested as a means of identifying perpetrators of fly-tipping, mostly from the surrounding households, but the installation and upkeep of CCTV has an impact on residents' service charges. We are consulting with customers to outline the costs and benefits to determine whether they were in favour of installing CCTV. The idea has so far been received very positively. The event attracted a good turnout, no doubt helped by the free food and drink on offer!

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.


October 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. In addition to this, our partners at Bradford Council joined our community event to raise awareness about waste management and recycling, to prevent problems with overflowing bins. We helped customers to dispose of their unwanted bulky waste and discussed whether improving the security of the bin stores could help the problems previously seen with fly-tipping.


June 2022

You said: Residents complained about fly-tipping perpetrated by non-residents.

We did: We consulted with residents about proposals to relocate the bin store to somewhere less conspicuous, and less convenient for would-be fly-tippers.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.


October 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. In addition to this, our partners at Bradford Council joined our community event to raise awareness about waste management and recycling, to prevent problems with overflowing bins. We helped customers to dispose of their unwanted bulky waste and discussed whether improving the security of the bin stores could help the problems previously seen with fly-tipping.


June 2022

You said: Residents complained about fly-tipping perpetrated by non-residents.

We did: We consulted with residents about proposals to relocate the bin store to somewhere less conspicuous, and less convenient for would-be fly-tippers.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.


October 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. In addition to this, our partners at Bradford Council joined our community event to raise awareness about waste management and recycling, to prevent problems with overflowing bins. We helped customers to dispose of their unwanted bulky waste and discussed whether improving the security of the bin stores could help the problems previously seen with fly-tipping.


June 2022

You said: Residents complained about fly-tipping perpetrated by non-residents.

We did: We consulted with residents about proposals to relocate the bin store to somewhere less conspicuous, and less convenient for would-be fly-tippers.

August 2020

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

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.


October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.


April 2022

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

We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We were keen to meet with residents to address any concerns. Most residents had expected the rents to increase and had no major concerns, but did suggest that we continue to meet with them on a quarterly basis to keep the conversation going. Some residents raised concerns about the grounds maintenance service and the new door entry system, which we are looking into. The meeting also served as an opportunity for residents to meet their local community police team.


May 2022

You said: Residents would like improvement works to their communal grounds to be carried out without spoiling the work they have put in to make their outdoor spaces attractive and inviting.

We did: We met with residents to discuss the works that were required. Together, we walked around the communal grounds and tied a pink ribbon to any flowers and shrubs that they themselves had planted, and would like to keep. Our contractors will do their best to carry out the necessary improvement works without damaging any of the existing flowers and shrubs.


June 2022

You said: Residents would like to offer feedback about Accent's services, but are not able to participate in online surveys.

We did: We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

February 2021

You said: Residents were unhappy with the grounds maintenance service and some were unclear about the standard of service they should expect.

We did: We visited the estate to assess the performance of the grounds maintenance contractor. Where services had fallen short of the specification, we brought to this to their attention. Any shortcomings were quickly addressed. We worked with contractors to develop an 'action plan' to improve the appearance of the estate. Where improvement works were outside of the contract, we sought quotes and consulted with customers to find out whether they would be happy to pay for them. We agreed to cover the cost of minor works such as gritting and snow clearance so that residents can benefit from a safe and attractive living environment.

May 2022

You said: Residents would their homes to be more energy-efficient to help with rising fuel costs.

We did: Properties on this estate will require extensive works to improve their energy efficiency. We knocked on each resident's door to explain how the work required would be assessed, what this work might entail, and how we could support them while work is underway. Some customers were concerned about the upheaval that this may cause. We were able to answer any questions and alleviate their concerns, and also explain the benefits that the improvement works would deliver.

February 2022

You said: Residents were concerned about the impact of the rising cost of living.

We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We contacted each individual household to find out how this would impact them and offer them any assistance we could. In some instances, we were able to help customers with queries about repairs and maintenance. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.

October 2021

You said: Residents wanted more face-to-face contact with local staff.

We did: We set up a weekly drop-in surgery at the Café West Healthy Living Centre each Wednesday morning for customers to meet the Customer Partner for their area and discuss any housing, rent or repairs concerns. We sent a flyer to all residents on the patch with the details together with an open invitation to meet with the Customer Partner, with no appointment necessary.

The on-site 'Complex Needs Hub' is attended by representatives from City of Bradford Metropolitan District Council and neighbourhood teams from other housing associations. It is a 'one-stop shop' for customers who would benefit from support and advice on employment, benefits, anti-social behaviour or mental health.

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