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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

N-Z

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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