You said, we did
It’s important that we ask residents for their views on a wide range of issues. This is one of our commitments in our new Residents’ Charter.
Feedback is valuable information that we use to make decisions.
We gather views in many ways:
- our six monthly ‘STAR’ (Survey of Tenants and Residents)
- text surveys about our services
- online surveys to our ‘Virtual Voice’ digital consultation group
- through Scrutiny projects undertaken by resident volunteers
- through complaints received
- from social media comments
- in normal times, we hold meetings with groups of residents.
Residents have said that we don’t always report back on what we’re doing in response to all the information we’ve gathered. In these You Said, We Did updates we’ll briefly describe how we have acted on residents’ opinions and experiences.
Are appointments with Neighbourhood Officers available?
You said – “We didn’t know it was possible to book an appointment with a Neighbourhood Officer.”
We did – You can book an appointment with your Neighbourhood Officer, their details are on your rent statement. We are using all our ways of communicating with residents to let everyone know that appointments are available.
How is Together Housing performing?
You said – “We would like more meaningful information about how Together Housing is run and its performance.”
We did – We have created a new Transparency section of the website that provides information about how we are performing at providing services to our residents and useful information about how we are run.
Are staff following Covid-19 guidelines?
You said – “Can you make sure Together Housing staff are vigilant and always up to date with Covid-19 guidelines when visiting our home?”
We did – We now speak to residents before a visit and on arrival, reassuring them that we are following the latest guidelines. We have also made a video for residents expecting a visit, explaining how we are working safely.
Why do we pay service charges?
You said – “Service charges are difficult to understand, can you explain what they cover?”
We did – We recognise that service charges are not as clear as they should be. We are doing a thorough review of all our charges. In 2021 we will start sending clearer explanations of service charges to residents.
Can you help minority ethnic groups to report anti-social behaviour?
You said – “Non-English-speaking residents often struggle to communicate with Together Housing, which means incidents go unreported, especially to do with anti-social behaviour.”
We did – We have produced a video that explains how to report hate crime. We’re developing another video about reporting anti-social behaviour and we’ll make these videos available in community languages.
When do you plan to do improvements to my home?
You said – “We would like more information on planned property and investment in our area.”
We did – We now publish this information on our website and ensure our staff are made aware so they can inform residents.
Will you respond quickly if there’s a problem with a repair?
You said – “If you don’t get things right with a repair, can you make sure you sort things out as quickly as possible.”
We did – We’re making sure we come back to you within two working days to discuss how we can resolve a problem, if you’re not happy with the service you’ve received regarding a repair.
Can you communicate with shared owners about issues relevant to them?
You said – “Shared ownership residents don’t feel a lot of Together Housing’s communication is really relevant to them.”
We did – We now produce a quarterly e-newsletter specifically for all home owners, and part of this website is dedicated to serving these customers.