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 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 with audio and captions. 

You said:

• You 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:

• You 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:

• You wished 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:

• You 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:

• You 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:

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

We did:

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

You said:

• You 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 snags acceptable at handover and timelines for putting things right.

You said:

• You had no lightbulbs in the property when they moved in.

We did:

• We now fit LED low-energy light bulbs to all rooms before new tenants move in, this helps to lower new tenants' energy bills.

You said:

• You were struggling to park outside your homes on the Lower Lane estate, so we invested more than £250k to improve parking, pathways, highways, and the community centre.

We did:

• We created numbered parking spaces on Tudor Drive and introduced traffic calming measures.

You said:

• You were experiencing issues with people congregating in the large communal space behind their homes.

We did:

• We installed a fence to improve privacy and security.

You said:

• You struggled to access the rear of the building at Orchard Grange, Penwortham, especially when we used scooters.

We did 

• We installed a new path to provide safe access, and the tenants were really pleased.

You said

• You were disappointed when our independent living trips were cancelled at the last minute due to a shortage of minibus drivers."

We did 

• We organised a recruitment drive for volunteers. We part-funded MIDAS (Minibus Drivers Awareness Scheme) courses in partnership with Preston Community Transport. This resulted in three new volunteers.

“The operative did a repairs job and arrived on time, was very polite and friendly, and did an absolutely wonderful job. He also left the bathroom nice and clean after finishing.”

“The operative was very polite and did a great job. The brickies who sorted the fireplace were such lovely lads! They were so good; they explained everything and told me how long they would be, and they left the area tidy.”

“The two lads who were sent to fix my fence were extremely professional, very friendly, and really went out of their way to help me. The job they did was fantastic, and the work was done to a high standard. They are a credit to the company.”

A tenant wanted to compliment independent living coordinators who rang him to see how he was. “That was such a lovely thing to do and shows what caring staff you have."

“Nothing was too much trouble and he took the time to understand and showed compassion. He even called to check we were both ok when he was working in the area.”

“I want to commend the young lady who answered my emergency plumbing call. She was absolutely wonderful, efficient, sympathetic, patient, friendly, and happened to be Scottish, like me.”