Your priorities for improvement
We believe there should be full involvement of customers and clients in the development of Home’s services. We are responding to what you tell us and, through our Service Improvement Groups, mystery shoppers and Customer Forums, we will continue to listen to what you tell us and act on it. Below we have given you just some of the improvements we’ve introduced following your feedback in the last customer satisfaction survey.
Anti-social Behaviour
You said:
Only 6% of people surveyed had contacted Home about anti-social behaviour (ASB) in their neighbourhood, 62% of those who replied said that safety and security was the most important thing to them.
We did:
Home has introduced a national anti-social behaviour strategy which uses a raft of tools to ensure that you and your families have a safe and secure community to live in. Home has:
- Set up the ReACT database, which enables Home to manage anti-social behaviour reports and provide strong enforcement opportunities for colleagues
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Developed initiatives that prevent anti-social behaviour and penalise offenders
- Developed our services to better provide support, leading up to and through the Court process, for victims of ASB through dedicated Witness and Victim Engagement Officers.
Home is listening to what you say and acting on it.
Repairs and modernisation of homes
You said:
41% of customers put the refurbishment of their homes at the top of their list of priorities
We did:
Home has spent over £100 million, so far, on refurbishing its homes throughout the country and we are on target to achieve the Government’s Decent Homes Standard by December 2010.
Neighbourhood, Estates and Environment
You said:
Keeping surroundings free of graffiti, vandalism and rubbish was the next on your list with 33% of respondents making it a priority.
We did:
Our Housing Management teams are dedicated to tackling estate management and environmental problems and Home’s revised estate services now include regular inspections. Quality Street initiatives bring customers and colleagues together to identify what improvements can be made locally, and often include support from external agencies such as the Police and local authority partners.
Aspire to Customer Excellence
We have developed strong links with its ACE (Aspire to Customer Excellence) Panel, which has helped to drive big improvements to our maintenance services. The ACE Panel, which comprises a group of active customers, is constantly looking to drive up Home’s performance and is supporting Home in introducing changes that are having a real benefit to our customers.