Service Improvement

Service Improvement at Solon

Service improvement is important to us.  We want to know what residents think about our services so that we can make them better and work for you.

We have a Service Improvement Plan which we use to help us to prioritise areas for improvement.  You can see the most recent version of this by downloading it on the right.

What changes have Solon made recently?

You can read all about our recent improvements in our annual report.  This tells you about the work that we have been doing over the past year and the work we plan to do in the next.  Download a copy of this on the right.

Some key changes have been:

• Setting up conference calling so that you can get an appointment at the point you call us to report a repair.
• Sending out a new version of our resident handbook so that all residents are aware of the services we provide.
• Residents asked for more forum meetings and these now meet every other month.
• Introducing an interview before residents sign up for their tenancy which means that we can put the right support in place to help residents to move in, if it is needed.
• In the next year we plan to focus on improving our repairs and maintenance team and tailoring our services to suit your needs.

What does the regulator say about you?

In July 2009, our regulator, the Tenant Services Authority sent the Audit Commission in to inspect some of our services.  You can see their report here - Short Notice Inspection report 2009.

The Audit Commission looked at our day to day repairs service, gas servicing and relets.  They also considered whether our services are value for money, easy to access and meeting resident's needs.

The Audit Commission said that we had lots more improvement to make in the areas they inspected and rated our services as "weaknesses outweighing strengths".  We are now working to improve our services.  The Board have set staff the challenging target of getting to 3 stars by September 2012.  That is the best that we can be. 
Visit the Audit Commission website to find out more.

In March 2011 we invited a consultant, YCChange, to come in and inspect our services to see if we have improved since the Audit Commission visited in 2009.  You can read about their findings in the Mock Inspection report on the right.  We are really pleased with the results as they show that we have improved and are on our way to becoming a 3 star organisation.

How can I tell you what I think?
Getting feedback from our residents is essential for us to be able to improve our services. You can read about feedback we have received in the past on the right hand side of this page.

If you are interested in having your say about Solon's services you can let us know what you think in a number of ways. 

- Make a suggestion on our online form
- Visit our Getting Involved section of the website.