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Improvements so far Access and Customer Care Equality and Diversity Day to day repairs, Gas Servicing and Relets Value for Money |
You are here: Home > Service Improvement Following on from the Resident Survey which took place at the end of 2008 and the visit from the Audit Commission in July 2009, we are focusing on improving our services. The Resident Survey showed that resident satisfaction with us had not changed since the last survey in 2006 (74% satisfied). We would now like to see this improve over the next 2 years. The Audit Commission came to see us in July 2009 to complete a Short Notice Inspection. We were given five days notice and then they came in and completed an assessment of our services in three key areas – gas servicing, day-to-day repairs and relets. They also looked at how easy it was for residents to access our services, how much we considered the diverse needs of our residents and whether we gave good value for money. Click here to see the Audit Commission recommendations and click here to see the letter they sent to residents. You can find out more about what a Short Notice Inspection is by looking at the Audit Commission website at www.audit-commission.gov.uk/housing/inspection/shortnotice. OUR AIM To increase resident satisfaction. HOW ARE WE GOING TO DO THIS? We have worked with residents, staff and our board to create an action plan. The plan is called the Solon Service Improvement Plan (SSIP). This is a working document, and will be updated once a month so you can see how we are doing. You can see the current version if you click here. You can also see our action plan which shows how we are doing following the Short Notice Inspection - click here. This is updated monthly for the Customer Service Improvement Committee. Some of the key changes we are making: - Setting Customer Service Standards by May 2010 so that we can make sure that we are providing the services our residents want – as a resident, you can get involved with helping to do this (contact Leanne Sowersby for more info). - Completing the Tenancy Audit to gather information about our residents so that we can tailor our services to meet their needs – if you are a Solon resident you may already have done this, if not, your housing officer will be in touch soon to arrange a visit. We had aimed to visit all residents of Solon by Summer 2010, however the Tenant Services Authority have asked us to complete them all by March 2010. So if you haven't heard from us, you will do soon! - Overall we will be improving how we monitor our services. This will involve checking that contractors are completing the jobs on time and to a high quality. It will also mean checking that we are giving more value for money to our residents. Again, if you are a resident and are interested, you can help us to do this by contacting Leanne Sowersby for more info. We aim to have this in place by March 2010. - Redesigning this website by Summer 2010 – if you are a Solon resident and are interested, you can help us to do this. Contact Leanne Sowersby for more info. There are some big challenges for us ahead. We are aiming to get the majority of the work completed by March 2010. If you are interested in getting involved with any of the work we are doing, you can contact our Resident Involvement Coordinator, Leanne Sowersby, for more information. |
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