PROMISES


Summer 2010


You said


That you wanted us to improve how we deal with complaints We did…


Introduce a new complaints system in April and are responding to customers in most cases within 5 working days, half the time it used to take us. In the first three months of the new system, we received 76 initial complaints and responded to 83% of them within target time. We hope to keep improving this figure as the new system becomes more established.


Tackling anti-social behaviour


You said We should respond faster to complaints about anti-social behaviour and keep people who have complained about it better informed of progress


We did… We improved the contact with people who report anti-social behaviour to us to a weekly phone call (instead of fortnightly) to keep people informed and reduced the response time to complaints to five working days instead of 7.


As a result, the number of people who said they were satisfied with the way we deal with anti-social behaviour rose to 90.9%, while those satisfied with the outcome of the complaint rose to 88.9% from 75.4%.


An improved repair service


You said We should offer a wider range of appointments for repairs


We did….


The Customer Excellence Panel reviewed the appointments between Monday and Friday from 8am to 6pm, evening appointments on Wednesdays until 8pm and Saturday morning appointments from 9am to midday.


Dave Rigby, Performance and Productivity Manager at Helena Propertycare: “I have been working on the out of hours service since it started in April. Tenants often tell me how convenient the service is for them, as many work full time and appreciate the out of hours facility instead of having to book time off. ”


Understanding our tenants is really important to us so we can make sure that the services we deliver are what you want and need.


To help us get to know tenants better, we will be asking you to complete a short survey over the coming months, which will feature some personal questions.


Any information you provide to us can help us to support you better and make sure that you are happy in your homes and communities.


If you would like to find out more about why it is important for us to understand our tenants, visit www.helenahomes.co.uk or look out for information in your local area.


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