The ForHousing Strategy – a review of Year One

We’re listening and learning to make sure we’re focused on the things that matter to our tenants. 

 In the first year of the ForHousing Strategy, we’ve continued to keep tenants at the heart of all we do, providing affordable, quality and well maintained homes that feel safe and secure.   

Working together, in our first year we have:

  • Improved the quality of service when tenants call our Customer Connect Hub– with calls answered in less than ninety seconds, on average.  We also invested £353k in a new omnichannel call centre system to support improvements to the customer experience 
  • Made it simpler and easier to complain – We’re also learning from complaints and making changes to processes with this feedback   
  • Become more accountable to tenants – through our Tenant Scrutiny function and Together with Tenants Charter as well as a tenant scrutiny group specifically to give us feedback on our Repairs & Maintenance service and agree improvements actions   
  • Provided an improved face to face service - We re-opened a reception service at Regent Street and in Stockbridge Village. Appointments can also still be made at a place and time to suit our tenants by contacting our friendly team at the Customer Connect Hub    
  • Began to improve the information we hold on tenants, to help us tailor our services to what they need and want 
  • Improved our delivery of damp and mould repairs, spending over £2m on this work and meeting our targets of inspections in ten days and completion of works in 40 days  
  • Introduced a yearly check through the gas service to look for early stages of damp or mould so that we can put things right before any problems develop, keeping our tenants safe   
  • Developed an AI tool which will predict where we are most likely to find damp and mould issues in the future so these homes can be improved ahead of the issue developing 
  • Strengthened tenant customer service expectations through an updated contract with our property services contractor, which includes more customer focused performance requirements   
  • Brought in new staffing resources to ensure we resolve complaints, support tenants through complex works, carry out damp inspections to empty homes and make sure all damp and mould works are inspected afterwards and a have a further follow up check after three months  
  • Listened to tenant feedback and agreed to improve standards for new tenants moving into a ForHousing home 
  • Spent over £18m on reactive repairs and maintenance works to homes and repairing and re-letting homes  
  • Improved information available to tenants – providing reassuring building safety information about their homes through our Safe Homes Portal 
  • Delivered energy efficiency works to 788 homes including replacing cavity wall insulation and fitting solar panels to roofs 
  • Delivered 167 new homes, 60 of these through investment of £8.7m, including bringing in £2.4m grant funding, and delivered 107 for our partners Cheshire West and Chester Council on lease. 

 

You can read more in our Review of Year One below. You’ll also see what’s ahead in year two, along with the targets we’ve set that will help us to track and measure our performance.  

We know we still have work to do and we’re committed to improving our performance in the areas where we need to do better. So we’ll keep focusing on listening to tenants and learning from where we don’t get things quite right, and make the improvements that will increase satisfaction with our services.