Tenants' Voice - Improving Services update | Spring 2025
Our Tenants’ Voice – Improving Services group met in March. Here is a summary of what they talked about.
Out of hours review: We have investigated the abandonment rate of calls and have taken steps to reduce the rate from just under 36% at the time of the review to just under 20% in January 2025. Tenants were happy for this recommendation to be signed off as complete, given the significant improvement and investigation work completed.
The pilot for the extended ‘in hours’ repairs calls (8am until 6pm Monday to Friday and Saturday mornings) has been extended. The results of the pilot will be considered to decide if it could be made a permanent offer to tenants.
Planned maintenance: Work is ongoing to provide more information to tenants about what to expect when planned works like new kitchen, bathroom, windows and doors are carried out in their home.
Communication review: Tenants are looking forward to hearing more about our new customer service style (RAMP) during an information and training session later this month. RAMP stands for:
R – Resolve issues
A – Adapt our service
M – Make it easy
P – Proactive communication
Aids and adaptations: Tenants discussed the ongoing work to make sure that permission letters are tailored to individuals and the aids and adaptations provided in their home. This includes what steps need to be taken when the tenant is moving from their home.
Communal areas: Recommendations include making sure all communal areas have an up-to-date poster with information on how to report issues, and having an option for tenants to report issues digitally.
Rent and service charge: Tenants agreed that the recent review was a success. The information presented about the rent increase was clear and easy to read. Tenants felt the letters that were sent out provided all the information they needed. Tenants agreed we should follow the same format next year.
Tenants discussed topics they would like to cover for future reviews. The next review will be about improving engagement with RWP tenants.
The group also looked at ways to encourage more tenants to join the Tenants’ Voice – Improving Services group to carry our scrutiny reviews. All tenants are welcome to join in to look at topics that interest them, there is no requirement to attend all meetings. You can read more about the Tenants' Voice group here: Your Tenants' Voice - Improving Services group
- The next meeting will take place on Thursday 5 June, from 10.30am until 12.30pm. This will be in person at Leyland House, or online via Microsoft Teams.