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 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 the text in our tenant newsletter, Gateway News, to be bigger
We now produce Gateway News in font size 12 to improve accessibility.
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.
You wanted to know more about what happens when anti-social behaviour is reported
We created a ‘Your Guide to Anti-Social Behaviour’, available here, to provide clear information on the process. We are also working on a supporting video, which will be translated into our top five most requested languages to ensure it is accessible to everyone.
You wanted to hear more about the anti-social behaviour work being carried out by the Tenancy Services Team
We developed a new communication plan to keep you better informed about the team's activities and the difference their work makes.
You wanted parking arrangements and the use of building facilities at The Atrium, Extra Care Scheme improving. You also expressed an interest in having more social activities
We updated the parking arrangements and made improvements to the building facilities. We also supported the formation of a tenant-led activity group at The Atrium. To keep building on this progress, we have arranged a series of focus groups this summer to review activities across all our schemes.