2024/2025
Quarter 2 : July 2024 - September 2024
| Improvement | Benefit | Target for Completion | Update |
|---|---|---|---|
| We will implement a Good Neighbour policy | Everyone has the right to enjoy their home. A Good Neighbour Agreement will set standards, clarifying acceptable behaviour and highlight the consequences of unacceptable behaviour. | 01.12.2025 | |
| We will undertake a self-assessment against the Ombudsman’s ‘Spotlight on Noise’ Action Plan | This will ensure we are following the best practice guidance relating to noise nuisance. | 01.12.2025 | |
| We will deliver staff guidance around sound proofing | Staff having knowledge will enable them to consider these options as part of complaints of noise nuisance. | 01.12.2025 | |
| We will revise our ASB Risk Assessment / Action Plan | It is important we record risks and the actions we will be taking when dealing with ASB. A revised version of this document will make sure we capture all of the relevant information and make it easier for tenants to understand what is happening with their case. | 01.12.2025 | |
| We will re-enforce the importance of maintaining accurate records | All officers within housing are responsible for keeping accurate records. Records are crucial for a number of reasons including providing good customer service, legal responsibility, accountability and transparency. Re-enforcing the importance of this will ensure that all records are kept to the same standard therefore improving the service you. | Complete | |
| We will agree a definition of 'Actionable Noise' | It is important we record risks and the actions we will be taking when dealing with ASB. A revised version of this document will make sure we capture all of the relevant information and make it easier for tenants to understand what is happening with their case. |
01.12.2025 | |
| We aim to provide digital receipts to residents following visits to specify agreed repair works | Providing you with a digital receipt of all repair works agreed will ensure that there is a clear understanding of what was agreed during a visit taking away the need for clarification later. | 01.12.2025 |
Quarter 3: October 2024 - December 2024
| Improvement | Benefit | Target for Completion | Update |
|---|---|---|---|
| We will provide complaint handling training for all officers that have involvement with complaints. | Training will ensure improved investigations, responses and resolutions for residents. | Complete | 24/25 Q4 -We have provided training and good practice guidance to complaint handling staff. Training is ongoing to ensure all officers who handle complaints have the correct guidance. |
| We will improve how we assess and record the needs of vulnerable residents. | Holding the correct information will allow us to assess the impact on individuals and provide a more personal service. | Complete | 24/25 Q4 - Our repairs team now capture customer vulnerability information and consider them when appointing repairs. |
| Boundary concerns will be included in the review of the project looking at information given when your tenancy begins. | It is important that boundary concerns are addressed as soon as possible before they become an issue for the residents living in the properties. | 01.12.2025 | |
| We will keep tenants informed on planned repairs works due to be completed at their property, including advising of delays. | It is important that tenants are aware of when repairs will be completed. | 01.12.2025 | |
| We will provide clear and accurate repairs scheduling information on our website. A new Repairs Policy is being created. Training will be organised for all affected staff including complaint handlers and the policy will be available for customers. | You will have a clearer understanding of the different timescales for each type of repair. | 01.12.2025 | 25/26 Q1 - The new repairs policy is now in place and can be found here. |
| We have set up a working group for residents of Elmcroft to look at ongoing issues with leaking balconies. | The working group will encourage pro-active resolutions to residents concerns. | Complete |
Quarter 4: January 2025 - March 2025
| Improvement | Benefit | Target for Completion | Update |
|---|---|---|---|
| Staff taking your calls will check your contact information each time you contact us. | Having the correct contact details for you will ensure we are able to contact you to provide updates on your enquiries. | Complete | |
| Compensation is now considered when a complaint is received. A new Compensation Policy is now in place and outlines when and how compensation may be used. | As part of a response to your complaint, you may now receive compensation to address how our failings have affected you. | Complete | 24/25 Q4 -The new compensation policy is now in place and can be viewed here. |
| A new process has been put in place for enquiries about existing repairs. | The new process will reduce the time it takes to contact you about your enquiry. | Complete |