WE ASKED ABOUT

YOU SAID

WE DID

OUR NEW HOMES

Customer expected white goods to be fitted in new property.

We now ensure that all of our staff involved in liaising with new tenants are aware of what is/is not being provided in the property.

Not enough storage space in new-build propert.

Despite there being a generous amount of storage space in our new-build properties, we will be mindful of this in the design of future developments.

A customer found the allocated space for a fridge  to be too small.

In line with CVHA’s Standard Specification, our kitchen designs accommodated standard sized appliances throughout.

Customers expressed concern with the window catches in a new-build estate

We visited our properties in this estate, ensuring that the window catches are safe and meet all regulations and standards.

We needed to be clearer on who was responsible for grass cutting

Provided clarification on responsibilities of customers in relation to new-build homes. Picked up quality issues with new landscape maintenance contractor

We would like a dedicated Technical Inspector for  new-build defects.

We introduced a dedicated Technical Inspector for new build defects which provides a quicker turnaround on defects and year end inspections in order to provide a streamlined service

OUR REPAIRS SERVICE

 

 

Customers who work indicated that evening appointments would be useful in enabling access for repairs.

We have agreed new evening appointment slots between 5-7pm, two evenings per week

 

During a major improvement project, brick-built bin stores were removed from the front of properties. Customers were concerned that wheelie bins would then be a hazard and could damage cars.

Due to the increase in the number of wheelie bins for recycling, from one to four, we removed older style, single capacity, brick bin stores as they were no longer fit for purpose. All new-build developments have adequate space for recycling bins

There was dissatisfaction with the number of visits taken to complete repairs.

This is an area which we are reviewing on an on-going basis with our contractors. We are keen to improve our ‘first time fix’ performance and are currently reviewing your feedback to try and identify certain trades or types of repairs that we need to focus on

Some customers were unhappy with the standard of the re-let property when they accepted their tenancy

We have established a process in that when customers raise concerns with the standard of formerly void properties, a Technical Inspector will visit to address any customer concerns.

 

CUSTOMER  PANEL

Feedback from the Panel’s scrutiny of how we allocate our homes and what we should improve on.

They said it is good that we:

 

  • Have a new welcome letter for new tenants that we adopted as a result of the Panel’s recommendation.

 

  • Various forms were updated, including decoration allowance and sign-up checklist.

 

  • Contents insurance – a company providing contents’ insurance for social tenants at reasonable costs was sourced. This is now discussed as part of our new tenant sign-up.

 

  • New information was included on our website describing “How to apply for a house”.

 

  • Launched our new pre-tenancy video, which can be viewed on YouTube and CVHA website. Links are given to applicants when an application form is sent to them. The video describes the process when applying for a house, what they should be thinking about prior to receiving an offer and what help is available.

 

The Panel made a longer list of recommendations  for improvement. If you would like to see a full copy  of their report, please contact us.

 

MAJOR IMPROVEMENT PROJECTS

During a replacement kitchen project, it was found that door facings and handles selected by customers were unavailable at time of installation. This meant repeat visits were required to complete the jobs.

At the time, the contractor thought it best to fit  majority of kitchen units as per agreed installation date. However, our Asset Manager has asked the contractor to ensure customers have the choice of delaying installation until all parts are available or  are happy with partial installation and a follow-up  visit to complete.

Replacement fence not installed.

Our Asset Manager ensured fence repairs were instructed via CVHA repairs system to ensure works were completed and progress of repair tracked

During consultation meetings with tenants in Douglas regarding the installation of Air Source Heat Pump (ASHP) heating systems, it was intimated by customers that CVHA should increase its allowance provision for decorative reinstatement following planned improvement works.

The allowance was increased, so in addition to offering customers Dulux Paint Packs we introduced the supply of B&Q and Wilko decoration vouchers.

OUR ALLOCATIONS AND TENANCY SERVICE

Customers thought that they could have been given more notice before moving in and better quality information areas following move-in day.

We have recently increased the number of staff in our team to help improve customer service in this area. We have also introduced Learning Exchange meetings after new-build site handovers to consider what worked well, what we should continue to do, and  what we might change for the future. For relets we start the notice period when the outgoing tenant gives their 28 days’ notice. The only exceptions to this are when there are refusals and the house is ready for let. In addition, we created animated videos for potential customers which describe the allocation process and what it means to be a tenant. Straightforward and easy to follow, these are available to view on our website at www.cvha.co.uk We will try to ensure as much notice as possible is given to prospective tenants, and provide advice on available benefits to help with costs.

After you have moved into your home, you felt we could improve our follow-up procedures and that you would appreciate staff visiting to see how you were settling in.

We will endeavour to carry out a follow-up visit within six weeks of your entry date. If you need to contact us earlier, we will make sure you have your Tenancy Sustainment Officer’s direct telephone number, to contact us if you need help and support.

On tenancy policy and procedures, you had been  given different advice from different members of staff.

To ensure the information customers are given is consistent and accurate, we have carried out staff refresher training on both the policy and procedures.

Complaints regarding contaminated of recycled  waste bins and problems  with refuse collection

The change in the frequency and recycling program of refuse collection in the North Lanarkshire Council (NLC) area contributed to an increase in the number of tenants seeking help to resolve issues with excess household rubbish. The Tenancy Sustainment team has liaised with NLC Environmental Services to undertake joint visits, a pull out service for vulnerable tenants and signage for bins.

HEALTH  AND  SAFETY

 

We followed up calls by the Repairs Team to any customer who said they were dissatisfied during our quarterly telephone surveys. Following conversations with the customers concerned, if any further action is required, we arrange for the Association’s Technical Inspectors to visit the customers, in order to understand why they are dissatisfied and to rectify this if we can. Rest house in Douglas – during the installation of ASHP heating, wall insulation, windows and doors in Douglas, we provided a furnished rest house where customers could relax in comfortable surroundings whilst work was being carried out in their own property. An accessible ground floor flat was fitted with carpets and furnished with seating, TV and cooking equipment supplied by the British Heart Foundation (BHF). On completion of the project, the furniture was returned to BHF for resale and the carpeted rest house was allocated to a CVHA customer.

Customers want to be kept up to date with the progress of major repairs.

Contractors have been reminded of our Customer Care and Service Standards. Where we have an ongoing planned works programme with a contractor who previously had a reported tidiness issue, then this issue will be reviewed and monitored at regular meetings. Our Technical Inspectors will continue to be on hand for customers who believe works are falling below the required standard. We can give an assurance that we also meet regularly with contractors whilst work is ongoing to ensure standards are adhered to and to challenge them on any concerns raised by customers.

You said that the information we provided was not accurate.

Following budget approval each year we will now ensure that we inform customers of planned improvement projects, through our newsletter or personal letters. We will also promote large projects on our Twitter feed.

A customer felt that they had not been treated positively on the phone and that the call was condescending.

Ensuring contractors contact customers in advance of work will be a primary performance indication in 2017/18. We will request contractors’ programmes include a milestone date and that customers should receive written correspondence in advance of contractors attending site. The Association will monitor this correspondence milestone at regular progress meetings.

CUSTOMER SERVICE

As part of the CVHA’s commitment to improving customer satisfaction service delivery, we arranged the following to enhance our  service to customers.

We followed up calls by the Repairs Team to any customer who said they were dissatisfied during our quarterly telephone surveys. Following conversations with the customers concerned, if any further action is required, we arrange for the Association’s Technical Inspectors to visit the customers, in order to understand why they are dissatisfied and to rectify this if we can. Rest house in Douglas – during the installation of ASHP heating, wall insulation, windows and doors in Douglas, we provided a furnished rest house where customers could relax in comfortable surroundings whilst work was being carried out in their own property. An accessible ground floor flat was fitted with carpets and furnished with seating, TV and cooking equipment supplied by the British Heart Foundation (BHF). On completion of the project, the furniture was returned to BHF for resale and the carpeted rest house was allocated to a CVHA customer.

OUR WELFARE BENEFIT SERVICE

Not aware what the advisor had to do after the visit/ appointment.

Following the visit/appointment, the advisor will  detail in a letter what action she has to take (if any)  and what the tenant has to do.

CLYDE VALLEY PROPERTY SERVICE

Estate landscaping was not up  to standard.

We recruited a dedicated Technical Officer for landscape maintenance enquiries and inspections which provides a faster turnaround for customers, including our factored owners, rather than use a third party consultant.

Our existing and potential midmarket customers requested evening and weekend visits and inspections.

Work commitments make it difficult for these customers to be available for allocation and settling  in visits during working hours. Our staff now make visits in the evening and at weekends

Our management fee is too expensive.

To explain this charge we provided a detailed breakdown of the make-up of the annual  management fee to all factored owners. We also benchmarked our costs against other factors.