Helena HEADLINES
YOU SAID…WE DID Feedback on Promises
Understanding more about you
Over the past few years we have gathered information about most tenants to better understand who you are and what services or additional support you might need from Helena. Using this information we have been able to tailor some of our services to suit individual needs, rather than provide a ‘one size fits all’ approach. Here are some great examples of this.
Example 1 – We know that some tenants have a hearing impairment, so when we installed
smoke alarms who chose a product that displays a flashing alarm rather than one which makes a sound.
Example 2 – We recently let one of our homes and found that the person we let it to needed
extra sockets for equipment related to his medical needs. There was no budget for carrying out this work as it was over and above the usual lettings standard. This caused distress to the tenant and a delay in them being able to move into their new home. We realised from this situation that our lettings standard isn’t always enough for some customers so are introducing a new fund for customers who require something a little bit extra. We can monitor how much is spent on these extras which will show us how we might need to review the lettings standard in the future.
Example 3 - The Propertycare team who come out to your home to carry out repairs know
in advance if they are going to the home of somebody who might take a little longer to get to their front door or have problems with their hearing or sight. This information allows them to be more sensitive to your needs.
Nina Peters, Performance and Intelligence Manager at Helena, said: “We were very happy with the positive response and feedback we received from tenants at the taster day. We had a number of tenants sign up to the Customer Excellence Panel, and each attendee expressed interest in getting involved with Helena on some level.”
To find out more or to get involved, contact Hannah Fitzhenry on 01744 637383 or email
Hannah.fitzhenry@
helenapartnerships.co.uk
Making it easier to get in touch and have your say
Tenants were recently invited along to a Customer Excellence Taster Day at the Park Inn Hotel, held to give tenants more information about the role of customer inspectors and the One Voice and Customer Excellence Panels.
The people who came along took part in a dummy mystery shopping exercise set up in hotel rooms to check the standards of cleanliness. They were also given the chance to speak to some tenants who are already part of the Customer Excellence Panel (CEP) who reinforced the message that all tenant feedback is important, no matter how big or small.
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