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