If you have any questions about the programme, or to find out about ways to get involved, contact our involvement team.
Email: makeadifference@selwoodhousing.com
Tel: 01225 715715
We understand that clear communication and easy-to-understand processes are important to our customers when reporting a repair.
We invited seven customers to a presentation explaining what happens when a repair is reported, what service they can expect and the challenges that could impact the process.
Following the presentation, we asked if the communication of the process and category descriptions were clear and easy to understand, and all customers provided valuable feedback and recommendations.
A new repairs service webpage for the Selwood Housing website has been created to provide a clear explanation for our repairs service, details of how a repair is categorised and response times. Five customers have reviewed the webpage and changes made in accordance with their feedback.
| You said | We did |
|---|---|
| The repair categories, emergency and priority were easy to understand. However, the term ‘appointable’ is confusing and did not have a specific meaning. | We have replaced the term ‘appointable’ with ‘routine’ and included examples of repair types for all three categories. |
| More clarification is needed around the terms ‘non-emergency’ and ‘complex’. Also, an explanation around repairs that requires more than one trade operative. | An explanation for a non-emergency repair and a more complex repair, including timeframes can be found on the repairs service webpage. |
| Honest communication is needed when there is going to be an extended waiting time for a repair and the reason for the delay i.e., waiting for materials, weather etc. | The planning team closely monitor all repairs and will contact the customers directly if appointments are severely delayed, explaining the reasons. Issues that can cause a delay in repairs can also be found on the new webpage. |
| Do you consider customer circumstances when making appointments? | Repairs appointments are booked in with the customer, we aim to accommodate requests for a more convenient date and time slot. |
| Do have all the info about customers' households and health etc? Could there be a customer area on the website where we can update our information, track repairs etc? | These will be part of longer-term equality & diversity and customer portal projects, but customers can advise us of vulnerabilities or health issues at the point of reporting repair, rather than us holding information that may go out of date. |
| How are you communicating this with customers who are not online? | Customers who are not able to access the website and digital version of the customer update will have a printed copy posted directly to them. We will include details of our repair service, tips and guidance. |
| Could a printed copy of the repair service be displayed on communal area noticeboards? | All customers should receive a printed copy of the customer update or digital version, so it was felt that it is not needed on notice boards. There are plans to review how we communicate information in blocks, unfortunately this will not be delivered in the next 12 months. |
| Will you have an easy-read version? | We do not provide easy-read versions of customer information as these are time consuming to produce and require expertise that we do not have within the organisation. We try to use plain and concise language to make our information accessible to as many customers as possible. A large print version of our monthly customer update is available on request. |
If you have any questions about the programme, or to find out about ways to get involved, contact our involvement team.
Email: makeadifference@selwoodhousing.com
Tel: 01225 715715
If you can't find what you're looking for please contact us at info@selwoodhousing.com
Tuesday is the deadline for customers to contribute to our 2024 Customer conversation. We use the results of these three-yearly surveys to create effective and appropriate involvement opportunities for our customers. We will also share them with the rest of the organisation so that all of our services can continue to be developed with the customer in mind. We had a great response to our last all-customer survey. You can see the results and what we did with them here: ecs.page.link/Fxivi
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World Menopause Day is celebrated every year on 18th October. It was founded by the International Menopause Society which brings together the world’s leading experts on menopause and midlife women’s health to improve the experience of women globally. The theme for World Menopause Day 2024 is Menopause Hormone Therapy (commonly known in the UK as HRT) - head to their website where you can find lots of information on the topic.
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I don't think us men quite get what a physically, mentally challenging time this can be for a woman, watching my wife go though this is horrible, so I can't even imagine what it's like for her. Great to see your brining this awareness out there. Xxxx
Meet Luke, a multi-skilled plumber here at Selwood Housing. Day-to-day, his role includes installing boilers, radiators and heating systems. Luke has worked with us for 20 years now, starting as an apprentice, gaining experience, new skills and qualifications along the way.
Read more about his career pathway and the work he does on his meet the team profile here: ecs.page.link/vTvRE
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Think the houses should be checked with thermal camera to see where the heat is going
Windows that close properly would be a start. But no! You want to wait till late next year! Baring in mind you let us move in like this a year ago!!!
U can keep them out my home, finally getting my flooring put right, between them and the twat who passed the hamster rule, they have trashed my kitchen floor!!!
