You Said, We Are Doing
READ ABOUT SOME OF THE WAYS YOUR INVOLVEMENT HAS ALREADY MADE A DIFFERENCE
|
ACTIVITY – Tenant Involvement Framework Consultation NUMBERS PARTICIPATING - 12 YOU SAID - Landlord Services Committee tenant members wanted to ensure rural voices are heard Tenants expressed importance of involving leaseholders in engagement. To consider an involvement structure that enables Landlord Services Committee to hear from tenants and leaseholders. To consider how we can engage our young and older tenants. WE ARE DOING - Developed outreach sessions and calendar of drop-ins venues and dates. |
|
|
|
ACTIVITY – Furniture Package Consultation NUMBERS PARTICIPATING - 51 YOU SAID - We would like more options to choose from when requesting a furniture package. Currently you have to take a full furniture package WE ARE DOING - The furniture package option has been extended so tenants can now request either a full package, a carpet only package or a white goods only package |
|
|
|
ACTIVITY - Get Involved Web Page Review NUMBERS PARTICIPATING - 4 YOU SAID - 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 WE ARE DOING - We created a new "Have Your Say" - Tenant Voice webpage including Ways to get involved, You Said We Did and a Calendar of events Leaseholder has been added as an option on the sign-up page for Your Voice West Lancs as an additional "about you" |
|
|
|
ACTIVITY – Independent Living Scheme Consultation NUMBERS PARTICIPATING - 66 YOU SAID - Tenants raised points around the environment looking tired and in need of a refresh Tenants wanted awareness around the repairs service Tenants wanted to build their relationship with the Lifeline monitoring service staff WE ARE DOING - 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 |
|
|
|
ACTIVITY – Leaseholder Service Charge Letter Review NUMBERS PARTICIPATING - 3 YOU SAID – 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 ARE DOING – 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 |
|
|
|
ACTIVITY - Damp & Mould Leaflet Consultation NUMBERS PARTICIPATING - 5 YOU SAID - Tenants reviewed and picked a preferred option from 4 drafts of the leaflet and the cover picture for the leaflet/poster Can you make clear who the leaflet is aimed at to avoid confusion WE ARE DOING - 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 |
|
|
|
ACTIVITY - Draft Goodwill Discretionary Payment Policy NUMBERS PARTICIPATING - 5 YOU SAID - You asked for clarity around 'redress' You 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 WE ARE DOING - 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 |
|
|
|
ACTIVITY - Review of Rent Statement Letter to Tenants NUMBERS PARTICIPATING - 9 YOU SAID - You weren't clear what the terminology "MP" and "WSDC" stood for You found transactions difficult to follow as your understanding was that rent is paid in advance and not permanently in arrears as shown in the statement. WE ARE DOING - 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. We have also added an account overview section at top of the document which shows the current balance of the account (whether in credit or arrears). |
|
|
|
ACTIVITY – STAR Survey YOU SAID – Too much fly tipping is taking place. WE ARE DOING - Environmental enforcement team have purchased 17 wild view cameras and 8 have been installed in hot spot areas resulting in a reduction in fly-tipping |
|
|
|
ACTIVITY – Communication around Damp & Mould issues YOU SAID - There is little communication around damp & mould WE ARE DOING - Information included in the November Tenant Newsletter on how to report and how to keep your home free from damp & mould |
