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Activities, outcomes and costs

Another busy year, despite Covid-19 ……….

Covid-19 has meant that it has been a year like no other for you and for our staff, but despite this we have still had another busy year. Getting out and about talking to you face-to-face has been difficult but we’ve managed to speak with you in other ways, whether meeting with staff online to discuss policy decisions, or carrying out telephone and postal surveys.  Engaging with you about our services is KEY to our continued success, and we’ve been using digital channels to ‘speak’ with you much more over the past year.

11,218 residents have helped us this year …. via the work on our local estates, by answering surveys, taking part in focus groups, or by being part of our Scrutiny Group.

Other feedback you’ve given us includes …

STAR Survey

3,000

responses

This is a telephone satisfaction survey every 6 months – 1,500 residents take part in each survey

Rant & Rave Surveys

32,000

responses

These are ongoing satisfaction surveys via text messaging.  Texts were sent to 125,000 residents, giving a 26% response rate.

In total we have received 46,218 individual pieces of feedback from our residents about our services last year…

 

FY 2018/’19

FY 2019/’20

FY 2020/’21

Number of responses received via all formal / informal consultation groups & surveys

(including digital)

25,191

39,544*

46,218**

 

% increase

3.4%

57%

17%

*Figure includes a 215% increase in numbers of residents engaged by the Resident Engagement team, mainly via digital channels – Facebook Group and Virtual Voice (1,539 up to 4,849 in total.)  As a percentage of our customer base, this is a rise from 4.05% to 12.7%

**Figure includes a 131% increase in numbers of residents engaged by the Resident Engagement Team (4,849 up to 11,218 in total.)  As a percentage of our customer base, this is a rise from 12.7% to 29.5%

We’d like to say a MASSIVE THANK YOU to our residents who’ve taken part in these activities over the past year!

If you would like to find out more about our resident engagement opportunities, please contact involve@togetherhousing.co.uk or contact the Resident Engagement team on 0300 555 5560.

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