You said, we did

You said: 

• We need an Easy Read leaflet explaining our Electrical Checks in a clear and pictorial way.

We did: 

• We created an Easy Read leaflet, which we offer to customers on request and we also made it available on our website. 

You said: 

• You asked for clearer and accessible information on our website on what to do in an emergency.

We did: 

• We reviewed the information and improved signposting across the website. We also added a prominent button on our home page, included information in our newsletters to tenants, and regularly share information on social media. 

You said:

• You wanted information in more accessible formats.

We did:

• We have produced information on the main tenancy topics in Easy Read, Clear Print and Large Print. We have also created animated explainer videos, which include audio and captions. 

You said…

• We are struggling to get through due to high call volumes and long wait times.

We did:

• We introduced a new call-back feature (offered between 8.30am and 3pm weekdays).

You said:

• We are not always in during the week due to work commitments

We did:

• As requested, we have started offering early evening and Saturday morning stock condition survey appointments.

 You said:

• We wish the Lower Lane Community Centre was used more.

We did:

• We have organised numerous activities for children. These have included craft sessions for Mother’s Day, Father’s Day and Easter, a learn-to-cook programme and breakfast with Santa.

 You said:

• You want us to provide our handover information on your first day with us in different formats.

We did

• We have now developed a digital handover form to review and sign off with new tenants / shared owners on the day of the handover, which is emailed as soon as it is digitally signed.

You said:

• You wanted us to replace our doors to meet the accessibility requirements of our independent living schemes.

We did:

• We upgraded our criteria for installing level access doors. These will now be installed if the property is an independent living scheme or has existing ramped access; if tenants use a walking stick, walking frame or wheelchair; if the door opens outwards; if there is a stair lift or through floor lift; or if the existing step is above 150mm.

You said:

• We want clearer communication details in our letters.

We did

• We trialled a summary text box on our letters, and we have started a project to review all our template letters.

You said:

• We get confused about how to report anti-social behaviour incidents.

We did

• We listened and used one consistent form to record anti-social behaviour incidents.

You said:

• We don’t always understand what is said in our community safety letters.

We did:

• We reviewed our letters, made sure they were in plain language, and added information summary boxes. We also provide information about community safety in Easy Read, Clear Print, Large print and video with audio and captions.

You said:

• We prefer an open-plan kitchen and living areas in our flats. 
  

We did:

• We have asked our developer partners to update their designs to facilitate this.

You said:

• Some newly built properties have been handed over with lots of snags, which take a long time to sort. 

We did:

• We have updated our development contracts, stating the maximum number of snags acceptable at handover and timelines for putting things right.