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…
In your supported housing home, it was sometimes difficult to speak to a colleague when you needed to.
We listened and…
We’re making it easier to get support by changing how our teams work and introducing a daily contact number, so there is always someone available to take your call and help.
You said…
You weren’t always sure when colleagues would be available in your supported housing scheme.
We listened and…
We’ve reviewed colleague availability and are now sharing this more clearly in your building, so you know when you can speak to someone.
You said…
You wanted more face-to-face contact and clearer ways to get in touch in supported housing.
We listened and…
We’ve made it clearer how to contact us through posters and updates in your building, and made changes so it’s easier to speak to colleagues when you need to.
You said…
You didn’t always feel kept informed about what was happening in your building.
We listened and…
We’re sharing more regular updates in your building and continuing to meet with tenants, so you’re kept up to date and can see what’s changed.
You said…
You weren’t always sure if issues in your supported housing home or building, like repairs, had been picked up.
We listened and…
We’ve made it easier to tell us when something isn’t right, so we can pick things up earlier and make sure they are followed up.
You said…
You didn’t always feel listened to in your supported housing.
We listened and…
We’re continuing to work closely with tenants, listen to feedback and share what’s changed, so you can see how your views are making a difference.
You said…
You wanted more support during and after dealing with anti-social behaviour.
We listened and…
We now regularly review your needs throughout your anti-social behaviour case and can connect you to other support services where needed, so you feel supported every step of the way.
You said…
Reporting anti-social behaviour felt confusing, with different ways to send in evidence like paper diaries, emails and phone calls.
We listened and…
We introduced a new ASB app to make reporting anti-social behaviour simpler and more consistent. You can upload evidence, send messages and stay updated on your case all in one place.
You said…
Reporting anti-social behaviour could feel frustrating, especially when you had to repeat your situation or weren’t sure who was managing your case.
We listened and…
We’ve improved how anti-social behaviour reports are handled so they reach the right person more quickly. This means you won’t be passed between teams as often or have to repeat your situation.
You said…
Your anti-social behaviour case was sometimes closed without a clear explanation, or while issues were still happening.
We listened and…
We now speak to you before closing your anti-social behaviour case and clearly explain what’s been done and why, so you understand the outcome and what happens next.
You said…
You didn’t always feel listened to when reporting anti-social behaviour, or confident that your concerns had been fully investigated.
We listened and…
We’re taking more time to understand what’s happening, gather the right evidence and work with other organisations where needed, so you feel heard and taken seriously.
You said…
You didn’t always get updates about your anti-social behaviour case and often felt like you had to chase for information.
We listened and…
We now agree a clear plan with you at the start of your anti-social behaviour case, including when we’ll check in. We’ll keep to those updates, so you know what’s happening without needing to chase.
You said…
Some repairs were taking too long to be completed. You told us this was frustrating, especially when jobs were closed before the work was actually finished.
We listened and…
We’ve improved our systems and processes to stop this happening. Contractors can no longer raise new repair jobs, and we’ve introduced a way to link related jobs. This means we can track incomplete repairs more effectively and get them sorted sooner.
You said…
You wanted to feel more satisfied that your home was well-maintained.
We listened and…
We’re using feedback from our repairs and maintenance Customer Service Excellence group to improve our performance. We’ve also identified homes with potential damp issues to address these, and have improved the standard of our empty homes, so that they meet your expectations when you move in.
You said…
You wanted to see our repair service improve, to increase your satisfaction with the service.
We listened and…
We increased the number of calls we made to keep you up-to-date on the progress of your repair, sending regular appointment reminders and reaching out to those of you who weren’t satisfied, so we could put things right.
You said…
You were experiencing problems with your hot water and low water pressure at one of our extra care homes.
We listened and…
We looked into this and, by working closely across our teams, we identified the root cause. We are replacing the hot water system with a more reliable and efficient solution.
You said…
The process for reporting ASB feels confusing, with too many ways to send in evidence like paper diaries, emails, WhatsApp messages, and phone calls.
We listened and…
Made things simpler and more consistent by introducing a new ASB app. It’s a secure, easy-to-use tool that brings everything together in one place. Through the app, you can; upload videos, noise recordings, and diary entries, send and receive messages with your Community Safety Officer and stay updated on the progress of your case.
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.
You said…
You didn’t always feel kept informed and sometimes had to chase for updates.
We listened and…
We’ve changed how we advertise homes, so we only offer them when we have a clearer idea of when they’ll be ready. This means more reliable updates and fewer delays.
You said…
You felt unsure about when you’d be able to move in.
We listened and…
We now only advertise homes when we have a better understanding of timescales, so you have clearer expectations from the start.
You said…
Moving in felt confusing, especially knowing what to do next or who to contact.
We listened and…
We’ve introduced a simple online guide with everything you need in one place, from setting up utilities to finding support -so you know what to do and where to go for help.
You said…
You were given lots of different documents, which could feel overwhelming.
We listened and…
We’ve replaced multiple documents with one easy-to-use online guide, so you can find the information you need quickly and easily.
You said…
In some cases, homes weren’t ready when you moved in.
We listened and…
We now carry out our own checks before and after work is completed, so we can make sure your home is ready when you move in.
You said…
You wanted to feel more prepared before moving into your new home.
We listened and…
We’re improving the information and updates you receive before your move, including helpful checklists and clearer guidance, so you feel more prepared from the start.
You said…
Damp and mould problems could take too long to be dealt with.
We listened and…
We changed how we prioritise damp and mould cases, which means homes where there is a greater risk can be dealt with more quickly.
You said…
You weren’t always confident that damp and mould problems had been fully sorted.
We listened and…
We’ve introduced a follow-up survey 12 weeks after damp and mould repairs are completed. This gives you another opportunity to tell us if the problem has returned so we can take action if needed.
You said…
Sometimes it felt like problems weren’t picked up until you had already become frustrated or dissatisfied.
We listened and…
We’ve introduced new ways of using repair and survey feedback to help identify concerns earlier and better understand where improvements are needed.
You said…
You wanted us to learn from complaints and make improvements when things go wrong.
We listened and…
We’ve strengthened how we review complaints and feedback so we can identify common issues, learn from them and improve the service we provide.
You said…
Repairs could take longer than expected because of delays or repeat visits.
We listened and…
We’ve introduced changes to help reduce delays and improve how repairs are delivered, including new ways of carrying out some repairs and a more joined-up approach to complex drainage issues.
You said…
Communication and coordination throughout the repairs journey could be better.
We listened and…
We’re working closely with Liberty and WPS to share feedback, learn from insight and improve how we work together, helping create a more joined-up experience for tenants.
You said…
It could be difficult to know who was responsible for your repair from start to finish.
We listened and…
We’ve introduced a more local approach to repairs, with dedicated teams supporting specific areas. This helps provide greater ownership of repairs from start to finish and a more consistent experience for you.
You said…
Work could sometimes feel incomplete, even when a repair had been marked as finished.
We listened and…
We’ve changed how we manage repairs that need follow-on work. Instead of closing a repair and raising a new job when more work is needed, we now keep repairs open until everything has been completed. This helps us keep track of your repair from start to finish and makes sure we don’t lose sight of any outstanding work in your home.
