2023 - 2025, You Said We Are Doing

It was not clear what the terminology "MP" and "WSDC" stood for

Transactions difficult to follow as tenants' understanding was that rent is paid in advance and not permanently in arrears as shown in the statement.

We have added a key to explain what the abbreviations used throughout the document stand for.

We have included more detail in the breakdown of transactions, such as payment method, debit value and credit value.

Reviewed and picked a preferred option from 4 drafts of the leaflet and the cover picture for the leaflet/poster

Asked WLBC to make clear who the leaflet is aimed at to avoid confusion

Tenant preferred option was used in the final design of the leaflet/poster

"If you are a tenant" was added to the leaflet/poster to identify who the guidance is aimed at

Raised points around the environment looking tired and in need of a refresh

Wanted awareness around the repairs service

Wanted to build their relationship with the Lifeline monitoring service staff

Two environment projects are being delivered to benefit communal lounge areas having carpets cleaned, refresh to the décor and new furniture.

Two sites have benefitted from the signage to floor on the car park being refreshed.   

The repairs contractor is scheduling a series of surgeries within the schemes to meet tenants

The Lifeline service staff are to attend surgeries to build their relationship with tenants

Asked for clarity around 'redress'

Asked would anyone who makes a complaint be made aware of this policy at the start of their complaints process

Would like to see links/contact numbers/email addresses to the contacts mentioned e.g. Housing Ombudsman

Clarity around the payment in cash or vouchers has been included in the policy. The policy will be included in the Customer Feedback website.

The link to the Housing Ombudsman will be included as part of the website page

Get Involved Web Page Review  - January 2024

It wasn’t clear if there was a web page for getting involved – could only find link to Your Voice West Lancs. Tenant Voice and getting involved should have a high profile – maybe even have its own page

Your voice West Lancs doesn’t have an option when you are signing up to say you are a leaseholder

Letter included abbreviations which we don’t understand

Would like to see more detail in the covering letter that is specific to the leaseholder in relation to the change in charges. For example, 'service charge has increased by X amount or X%

Would like to see information that covers who to contact about services such as caretaking gardening

We changed the abbreviation APF to Advance Payment Fund

The letter was changed to include an explanation on the amount the service charge has increased/(decreased)

The letter was changed to include contact details including telephone number and email address for queries such as caretaking and gardening

Scrutiny of Gas No Access Procedure - April 2024 

WLBC Gas contractors should have a female operative for those who request this.

Liberty now have a female operative to attend households where this has been requested for example for faith reasons or where there has been experience of domestic abuse.

Birch Green Impact Day - May 2024 

Raised concerns about the condition and appearance of a communal square in Brierfield.

Sent our weed scraping team out to clear the area. The area now looks much better, and tenants can now enjoy the space. 

Housing Annual Report - May 2024

Scrutiny of Gas No Access Procedure - June 2024 

Tenant Repair Handbook - July 2024 

Gave positive feedback on the overall branding package developed by the Communications Team.

However, they did not like the use of the blue logo on top of the blue swoosh as they felt it did not stand out enough against the background.

Recommended that we provide a newsletter more frequently as opposed to annually to keep them updated on things that matter.

We have committed to publish a Tenant newsletter twice a year, winter and summer edition. Information and support service information will be added to these newsletters around Financial Inclusion, local groups who can provide support to Tenants etc.

Asked WLBC to provide more information and signage at sites on estates and in areas that are closed (for example parks and pathways) to inform tenants of the reasons why closure is necessary and the expected date of reopening.

Signage is now installed at all current park closures which will continue in the future to ensure residents are kept informed.

Wanted WLBC to put a reader friendly version on our website that outlines the key points of the strategy.

We are now publishing a shorter summary to compliment the strategy for our website.

Told us that the guttering was clogged and that this was causing issues as weeds were growing inside and blocking the drainage.

All gutters were cleaned within a week and cleared of weeds, plants, and debris. A follow up meeting took place a week later to communicate all jobs in progress and current actions.

Asked us to shorten the  section about funding for  easier understanding.

Wanted us to further emphasise how we prioritise keeping tenants in their own communities/homes

Make a clearer distinction between the DFG funding and the other funding streams available for residents 

Clarity in these areas has been provided within the policy. 

Communication around prioritising our Tenants is now available for those who request this information.

Asked us to include our largest Third-Party contractor, Wates in the work our Scrutiny members are doing.

It has been agreed that our next Scrutiny topic will be Wates and their communication strategy in relation to treating tenants fairly and with respect. This work begins in February 2025.

Asked to be notified if contractors carry out external works and they are not at home.

Contractors will now be leaving a card advising the external work has been completed. This will provide clearer communication and keep tenants informed about their homes during this process.

Asked for a simplistic repairs diagnostic after being shown the demo of how to report a repair online using a new system. This included pictures for those where English was not their first language and those with additional needs. You said you would like a help or call back button included.

All recommendations have been included in the Specification for the new reporting tool and have been specified as essential criteria.