In 2018 and 2021, the Scrutiny Panel and Torpoint tenants who took part in our fire safety pilot, recommended that additional information is given to tenants on fire evacuation procedures. The Panel thought a coffee morning to discuss this process would be less formal.
As part of the Spring 2023 fire safety campaign, we held conversations about fire doors and evacuation in high priority communities, with a programme of coffee mornings, community meetings or doorstep conversations.
********************************************************************************************************************************************************************
In Autumn 2021, Torpoint Tenants said fire safety information should be attractive, concise and specific, using pictures, with 'safety branding' that is different from our general information, on an annual card.
We created a new fire safety leaflet, postcards, posters and video which focused on key messages in succinct plain English. Feedback received from tenants in Torpoint and Truro was positive, so we rolled it out to all our tenants in flats in February to April 2023.
********************************************************************************************************************************************************************
In Spring 2022, tenants who took part in the 'Your Home' Council Management Agreement survey, supported an extension to our management agreement, as long as improvements were made - especially when addressing damp and mould in your homes.
The Council extended the management agreement, with improvement targets that include prompt and robust responses to address damp and mould in your home. We have begun setting up a damp and mould task force, reviewing our customer information and processes, and creating a new policy. We are also employing more technical expertise to get damp and mould assessed and tackled quicker.
********************************************************************************************************************************************************************
In Spring 2022, tenants who took part in the 'non-involved' TPAS (national tenant involvement specialists) focus group, and the subsequent design group, made proposals about our resident engagement. You said that some of you don’t want to get involved to have your voices heard, that we should already be listening and paying attention when you engage with our services, to understand what's important to you.
We trialled new ways of making sure we hear a wider range of views. We have also begun to engage staff in identifying what you are telling them to help inform our business decisions. We will develop this, using best practice, in our new engagement strategy.
********************************************************************************************************************************************************************
In Spring 2022, Hillsview tenants in Polperro said that they did not support the introduction of parking permits to the neighbourhood.
So, we did not progress the scheme.
********************************************************************************************************************************************************************
In summer 2022, tenants who took part in our repairs policy focus group said that you wanted improved communication about your repair appointment, and greater flexibility about the time.
We have introduced our text notification system, and we ask our tradespeople to always try and contact you when they are on their way to your repair. We will try and work around school runs or other things you must do if you contact us to arrange it.
********************************************************************************************************************************************************************
In summer 2022, tenants who took part in our repairs and inspection backlog completion survey said that your repair or inspection was not complete.
We reviewed all the cases of those who said that their repair or inspection was not complete, identified what had gone wrong, and rectified these cases and checked others to make sure they were resolved.
********************************************************************************************************************************************************************
In Autumn 2022, the Tenants Forum said we should add in fobs, not just keys, into the rechargeable repairs policy.
We have included this.
********************************************************************************************************************************************************************
In October 2022, the Scrutiny Panel said the Complaints Policy and the role of the Complaint Officer needs to be reviewed, and we should employ at least two dedicated staff to handing complaints.
We reviewed role profiles and employed two dedicated permanent members of staff to work on complaint handling. The Policy was reviewed and launched in March 2023.
********************************************************************************************************************************************************************
In Autumn/Winter 2022, tenants who took part in our communications survey said you would like a change to how we communicate with you.
We will be undertaking a larger survey to inform a new communications strategy.
********************************************************************************************************************************************************************
In January 2023, tenants who took part in the complaints survey said the most important things are dealt with quickly, things being put right, the complaints process is easy to access and understand, and being kept informed.
We have developed our processes to prioritise these.
********************************************************************************************************************************************************************
In March 2023, the Virtual Panel said the logo for the Tenant Satisfaction Measure Phone Survey should include an icon of a phone, with clear writing and warm colours. It should not be too corporate, but not too informal.
This informed our final branding and logo design choice
Email: info@cornwallhousing.org.uk
Telephone: 0300 1234 161
