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…
There has been frequent pest sightings near homes with communal bin stores and those that are close to rivers and canals.
We listened and…
Hired a pest control company to survey and bait high risk areas. We also undertook some prevention work such as filling in rat warrens and removing old tree stumps that were providing shelter for the rats. The programme has been successful, and the areas experiencing issues no longer need regular checks. They have now been replaced with new locations where you have told us that there is also a problem with pests.
You said…
That there was too much information on the ‘Paying your rent’ page and you found it difficult to find the contact us form to speak to someone about your rent.
We listened and…
We redesigned the page so the form is at the top so it is easier for you to find through a blue highlighted tab.
You said…
That there was too much information on the ‘Paying your rent’ website page, and there was a long scroll before you could get in touch using the contact form at the bottom of the page. You also said that the different ways to pay information, was overwhelming and hard to read.
We listened and…
We redesigned the website page to make it easier to navigate and to find what you need. We also reviewed and changed the information to make sure it was in plain English.
You said…
You said you would like to know timescales for fly tipping removals.
We listened and…
We listened and added this to the website, so it’s clear what you can expect when you report fly tipping.
You said…
You said that you would like the website information on fly tipping to be available under your community as well as you home.
We listened and…
We listened and added this to the main website menu under your community making it easier for you to find.
You said…
You would like to be able to contact us using WhatsApp.
We listened and…
We are currently exploring this as a contact us option.
You said…
There isn’t a clear way for you to get in touch about home improvements and adaptations.
We listened and…
We are developing a new online website form that you can complete when you have an enquiry that will go direct to the Home Improvements and Adaptations Team.
You said…
It needs to be clearer when uploading photos to the repairs reporter online form, what you can and can’t upload when submitting photos of your repair.
We listened and…
We have now made it clear on the section where you upload your photos on the repairs reporter form, what size and file type your image needs to be.
You said…
There isn’t an option to click stop tap as a repair on the repairs reporter form.
We listened and…
This has now been added as an option you can select when you book your repair.
You said…
When choosing a time for my repair, you have to click every time box – there isn’t an option to select all if you are available all day, everyday.
We listened and…
We have now added this as an option when you select a time.
You said…
When I book a repair, before I click submit it says some repairs are rechargeable but it doesn’t quite make sense.
We listened and…
We have made this information much clearer for you to understand.
You said…
The repairs reporter form asks for your personal details twice, which is overwhelming and unnecessary. It should only apply if you’re completing the form on someone else’s behalf.
We listened and…
We have now created an option where you can select ‘I am the tenant’. This will make sure you only need to complete your personal details once.
You said…
When you complete the complaints online form, you can only select one contact option, but some tenants may have multiple ways they would like to be contacted.
We listened and…
We’ve made it possible so that you can select multiple ways you would like to be contacted on the complaints online form.
You said…
There is a lot of information on the anti-social behaviour and rent page, and this makes it difficult to navigate the pages.
We listened and…
We have improved both of these pages so that they are more user friendly and less overwhelming.
You said…
You would like to get an automated response when you complete the anti-social behaviour online form. You would like information about how long it will take for someone to get back in touch.
We listened and…
When you complete and submit a form, you will get an email confirming we’ve received it and information about how long it will take for someone to get back in touch with you.
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.
