Improvements made during 2021 and 2022

Following our Tenant Satisfaction Survey 2021/22, we created an action plan to improve our services.

Read on to find out how your feedback made a difference and the improvements we have made. 

Customer service

You said:

  • We need to return phone calls and emails promptly.
  • We need to answer phones quicker.
  • Keep in more regular contact with tenants.
  • We should provide better information to you.

We did:

  • Recruited to all vacant posts and endeavour to operate at 100% capacity at all times.
  • Introduced an option for customers to book repairs online through the new customer portal. This reduced the number of calls we receive, allowing teams to answer phones faster.
  • Increased the number of Tenancy Sustainment Officers to have more proactive contact with tenants.
  • Listened to customers on how we improve the quality of information on our website.

Repairs and Maintenance

You said:

  • Repairs took too long to be completed.
  • You want all outstanding repairs to be completed and to be kept up to date with progress on your repair.
  • Keep the tenants informed if the repair cannot be completed on the first visit.
  • You would like to have more flexible appointments for repairs.
  • The quality of repairs should be better.
  • Emergency and out of hours appointments should be improved.
  • We need to be better at dealing with missed appointments.

We did:

  • Reviewed the works order software to make sure that all repairs are allocated to the correct appointment timeline.
  • Reviewed our processes regarding right first visit to make sure customers are kept updated with these repairs including timescales for completion.
  • Made sure repairs appointments are available between 8am and 8pm Monday to Friday, and between 9am and 1pm on Saturdays.
  • Reviewed our quality control inspections and implemented any service improvements identified.
  • Explored options of completing emergency appointments in less than 4 hours.
  • Made sure repairs appointments were available between 8am and 8pm Monday to Friday, and between 9am and 1pm on Saturdays.
  • Reviewed all missed appointments and implemented any learning identified to improve our customer's experience.

Home

You said:

  • You want us to invest in your home to make it warmer and more energy efficient.
  • You want us to keep you up to date with our improvement programmes.
  • You were concerned about damp, mould and condensation in your home.
  • The quality should be improved of new lets.
  • You would like communal areas to be cleaner and better maintained.

We did:

  • Developed detailed energy performance information on homes, worked with the Council to maximise available investment budgets, investigated opportunities / piloted new heating systems and feedback to customers.
  • Agreed 5 year capital investment programme with the Council and provided suitable publication of this investment programme.
  • Revisited and improved existing processes to make sure we tackle this as early as possible.
  • Reviewed the lettable standard to be undertaken with stakeholders, undertook regular customer journey mapping with new customers to identify areas to improve quality.
  • We have recently employed 3 caretakers to manage our communal areas, being part of their new roles.

Neighbourhoods

You said:

  • Anti-social behaviour affected your neighbourhood
  • There should be a Pets Policy
  • There should be more support for vulnerable tenants
  • We should look for ways to help you with the current cost of living crisis
  • Gardens should be kept tidy

We did:

  • Met with a selection of tenants who have made a report of ASB to learn from their experience, publicised the support we can provide to victims of ASB, raised awareness when we have successfully responded to ASB, publicised the roles and responsibilities of partner agencies in the borough in relation to ASB, and continued to embed a holistic approach to preventing and resolving ASB.
  • Consulted with tenants to develop a new Pets Policy
  • Reviewed our approach to supporting tenants to manage their tenancies
  • Developed a cost-of-living strategy
  • Continued to embed the garden tidy process and provided support to customers who are unable to maintain their garden

Complaints

You said:

  • You were not sure how to make a complaint.
  • You would like us to deal better with complaints.

We did:

  • Carried out an awareness campaign on how to make a complaints.
  • Met regularly with a selection of tenants who had made a complaint to learn from their experience.
  • Met the requirements of the Housing Ombudsman and published our performance on our website.
  • Volunteer tenants carried out reality checks on whether we have dealt with complaints well and treated customers with empathy.
  • Publicised how we have learnt from complaints from tenants.
  • Introduced a customer complaints panel to give tenants the option of having the panel review their complaint.

Value for money

You said:

  • You would like to see that the rent you pay is value for money for the service you receive.

We will:

  • Discussed with South Tyneside Council how they make tenants aware of what their service charges cover and how these are calculated.
  • Publicised the actions we take each year to make sure that we are achieving value for money.
  • Further publicised how tenants' rent money is spent each year.