Listening and learning and acting upon your feedback is important to us.
Here we showcase the positive influence your voice has had in positively impacting the lives of social housing tenants.
You said…
You wanted us to improve the way we communicate the things that matter to you.
We listened and…
Introduced a YOURAREA NEWSLETTER that is sent regularly to those who live in Salford, Oldham, Knowsley and Fylde.
You said…
You didn’t want a written annual report. You wanted us to report our performance to you in a more engaging way – where the information was presented clearly, simply and in a bitesize way. And you wanted us to give you a reason to read the report by using a different, less stuffy name that meant something to you.
We listened and…
We’re not going to produce a written annual report anymore. Using your feedback, we will be sharing our performance every three months so that you are updated about how we’re performing throughout the year in a more timely manner. We will be sharing this in a simple to understand way on our website, social media and in the tenant newsletter.
You said…
You would like to have access to compliance (safety) information.
We listened and…
We’ve created a ‘safe homes portal’ so you can access the safety information about your home almost instantly.
You said…
We weren’t answering your calls quickly enough.
We listened and…
We made our team larger so that we could answer your calls quicker. The average speed of answering your calls has gone from 6 minutes, 1 second (May 2023) to 30 seconds.
You said…
You would like to get your enquiry answered when you first call.
We listened and…
We’ve invested in a system that lets us manage your enquiries all in one place, across the different ways you can communicate with us, offering you a streamlined service.
You said…
You are not happy that sometimes you need to contact us to report unresolved repairs, to ask for an update or to rebook follow on repairs.
We listened and…
We made 870 proactive calls to reduce this. We plan to make even more calls as we learn and start to understand more ways in which we can make your experience better.
You said…
You weren’t aware of the MyAccount+ app and that’s why some of you didn’t use it.
We listened and…
We have added information about MyAccount+ on our social media, website and tenant newsletter.
You said…
You were worried about how safe your information is on the MyAccount+ app.
We listened and…
Your information has always been safe with us but for extra security, we will be adding a multi-factor authentication sign-in option that will launch in September 2024.
You said…
There weren’t enough options for you to choose from when you were reporting specific issues with repairs.
We listened and…
We are developing a new repairs reporting system separate to MyAccount+ to make it easier for you to report your repairs. You will be able to select a date and time for your repair that best suits you. This will then be added to the app.
You said…
You would like video tutorial guides on how to use the MyAccount+ app.
We listened and…
We are producing a video that shows you how to sign up to MyAccount+ and how to use it.
You said…
Some of the wording used on the MyAccount+ app is difficult to understand.
We listened and…
We have reviewed and updated the language used on the app to make sure it is easy to understand for everyone.
You said…
The repair history log in the MyAccount+ app was duplicating reports and it makes it overwhelming for you to understand.
We listened and…
We are working on fixing this issue as soon as possible to improve your experience on MyAccount+.
You said…
User guides and FAQs would be ideal for those who want to learn how to use the MyAccount+ app.
We listened and…
We have reviewed our FAQs and have updated these to make them easier to understand.
You said…
You find it difficult to reset your password and this stops you from accessing the features from the MyAccount+ app.
We listened and…
We have added extra information on the website to help you reset your password. We will be offering more training to staff to help when we receive a request.
You said…
You would like more information on things that are happening in your community.
We listened and…
We regularly publish tenant newsletters with lots of different and useful information.
You said…
We were taking too long to deal with your enquiries about damp and mould.
We listened and…
We have now centralised our damp inspection process and moved our damp surveyors into ForHousing rather than colleagues being employed by our contractor.
You said…
We were taking too long to complete damp and mould repairs.
We listened and…
We have increased the number of surveyors by four, from September 2023 to date. This is so we can complete works quicker and make sure quality work is delivered.
You said…
You were not satisfied with the standard of your home when you moved in.
We listened and…
We’ve reviewed our voids standard, which will improve and enhance the condition of empty homes.
You said…
You were not happy with how we were dealing with issues to do with pests.
We listened and…
We are monitoring complaints and the costs related to pest control and we have started temporary measures in September 2023. These measures include reviewing how and when we will support with the cost of pest control and a review of the process and stance about pest management.
You said…
You had to repeat information that you had already told us about your circumstances.
We listened and…
Launched a ‘Knowing Our Tenants’ programme that evaluates and improves the quality of data that we hold about you. This will help us understand your individual needs when accessing services so we can make the appropriate reasonable adjustments.
You said…
You would like us to offer a ‘fume free’ anti-mould treatment alternative.
We listened and…
We’ve now sourced a 100% organic product which is available upon request whenever we treat your home.
You said…
We should improve how we communicate with you whenever we carry out a repair to your home.
We listened and…
We now send regular reminder texts so you will know what time we will be at your home.
You said…
The walls are often left untouched and it can be a daunting job for you to redecorate after moving in.
We listened and…
Will now strip all wallpaper, gloss all woodwork and replaster where required.
You said…
The bathrooms feel like they need a lot of work and the tiles don’t match.
We listened and…
We make sure that we tile fully to the ceiling around the bath and make sure that the floor and wall tiles match.
You said…
That there were long delays in damp and mould surveys taking place and the work being carried out.
We listened and…
We now have ForHousing Damp Surveyors offering a more efficient service to reduce delays and improve quality over damp services.
