Tenant Voice - Community Engagement
Here's how we've listened to our tenants through community-based activities and acted on what they've told us.
You wanted to receive repairs appointments and reminders by text message
We introduced a text message system into our repairs appointment services.
You wanted support with reducing social isolation in older people
We have worked with several partners to introduce a free activities programme for older tenants to enjoy.
You wanted more choice of repairs appointment times
We changed the working pattern of our operatives so we can now offer a greater range of evening and weekend appointments.
You wanted online opportunities to get involved
We introduced our Tenant Hub and Tenants Only Facebook Group, providing you with a quick and easy way to find out about and take part in our activities.
You wanted to speak directly to teams when calling us
We changed our phone system and now all calls go directly to the specialist team you need.
You wanted us to only deal with neighbourhood issues that are our responsibility
We have focused on dealing with anti-social behaviour issues which are our responsibility and provide you with information on what should be reported where.
You wanted the text in our tenant newsletter, Gateway News, to be bigger
We now produce Gateway News in font size 12 to improve accessibility.
You are struggling with the cost of living
We delivered several activities to support you to sustain your tenancy including cooking-on-a-budget, winter warmer sessions and cost-of-living workshops.
You wanted to be able to easily make a complaint online
We added a complaint reporting button on the homepage of our website.
You wanted to know what number you are in the queue when calling our repairs service
We have introduced call-waiting position numbers for all incoming calls to our repairs team.