Tenants' Voice - Improving Services update - Autumn 2024
Our Tenants’ Voice – Improving Services group met in September. Here is a summary of what they talked about.
The group looked further into options to receive independent support and mentoring for tenants involved in scrutiny activity.
They also received an update on the progress being made on their recent reviews. This included:
- Out of hours review – One of the recommendations was to look at why the call abandonment rate was high. It was suggested this could be repeat callers. Another recommendation was to look at why we were not getting many satisfaction survey responses. These are sent digitally with a phone survey for RWP tenants. The number of satisfaction surveys received had increased from 5% to 6.3%. Tenants agreed this recommendation is now complete.
- Planned maintenance review – Five recommendations are already complete with 2 recommendations ongoing, these are linked to information about what to expect from the service on our website, and a policy review.
- Communication review – A project designed to improve operational communication across the Group started in April 2024. Other recommendations include looking at a chatbot type facility to see if this would provide any benefits
Training has now begun for our colleagues on our new Customer Service Style framework, , to help improve the way we communicate with tenants, customers, colleagues and partners. RAMP stands for:
- R – Resolve issues
- A – Adapt our service
- M – Make it easy
- P – Proactive communication
- Aids and adaptations review - The group looked at ways we could improve the letters we send out for aids and adaptations work. They also looked at ensuring a second follow up survey was sent after 6 months to allow for time to understand and use the new equipment.
The next area to be reviewed by tenants was chosen. This will be how we engage with tenants during our annual rent review. Session dates have been set for this review, which will start on 3 October. You can see these dates on the events section at the bottom of our homepage: Progress Housing Group
- The next quarterly update meeting of the Tenants’ Voice – Improving Services group is Tuesday 3 December, from 10.30am to 12.30pm at Leyland House and on Microsoft Teams.