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COMMITMENT TO WELLBEING At Platform Housing Group, we place a strong emphasis on supporting the wellbeing and engagement of customers and off er services including: • Financial and employment advice • Wellbeing and hardship funds • Domestic abuse and safeguarding support • Anti-social behaviour guidance • Energy-saving and cost-of-living advice • Winter warmth advice
We place customer voice at the centre of our operations, recognising that meaningful engagement is crucial for delivering the services residents expect and deserve. Customers play an active role in infl uencing and shaping services, helping the organisation identify what’s working well and where improvements can be made. T ere are several ways for customers to get involved, including:
• Customer Voice Panel • Complaints Reviewers • Digital Champions • Scrutiny Panel • Community Representatives • Co-Creation Groups • Customer Sounding Board •
Estate Inspectors
T ese roles ensure that the diverse perspectives of our customer base are refl ected in service delivery and future planning.
COMMUNITY INVESTMENT We continue to invest in its communities through initiatives that deliver long-term social value. Our annual ‘Christmas Kindness’ campaign is a prime example, with the 2024 eff ort allocating £82,135 to grassroots projects and organisations that make a tangible diff erence in local lives. Highlights include:
SUPPORTING MEN’S MENTAL HEALTH AT LOUTH’S MEN SHED We supported Louth’s Men Shed in Lincolnshire, a safe and creative space where men can connect, combat isolation and improve their mental health. T is initiative is vital in fostering a sense of belonging and purpose.
REMEMBERING THROUGH ART: THE SKEGNESS POPPY INSTALLATION In collaboration with T e Royal British Legion’s Skegness branch, we funded a poignant poppy installation. T is project united the community in remembrance, honouring the service and sacrifi ce of our armed forces.
PROVIDING SHELTER AT ST PAUL’S HOSTEL IN WORCESTER Homelessness is one of society’s most pressing challenges and one that we are keen to tackle. St Paul’s off ers safety, support and recovery for those facing homelessness, aligning with our mission of empowering communities. We have worked closely with St Paul’s Hostel over the years, most recently teaming up with Worcester Community Trust to organise a Big Stew event in the hostel’s kitchen.
TOYS ON THE TABLE In Leicestershire, we supported Toys on the Table, a charity ensuring children wake up to a giſt on Christmas morning. T is volunteer driven organisation brings festive cheer to families in need making the holidays brighter for thousands.
FEEDING FAMILIES AT ASHBOURNE FOOD BANK As the cost of living continues to rise, Ashbourne Food Bank continues to provide essential support to families. T rough our campaign, we helped fund meals and Christmas giſt s, off ering a lifeline to those struggling during these challenging times.
BUILDING HOPE AT THE HUB IN ROSS ON WYE, HEREFORDSHIRE T e Hub in Ross on Wye provides a safe space and essential services to vulnerable individuals. Our support ensures their work continues to inspire
“As we look to the future, our focus remains fi rmly on delivering great customer experiences, maintaining strong
performance, and investing in our homes and communities.” Marion Duff y, chief operations offi cer at Platform Housing Group
and upliſt the community, off ering hope and practical assistance where it is most needed.
SUPPORTING VITAL COMMUNITY HUBS, CAFLO IN BIRMINGHAM We provided crucial funding to the CAFLO Centre in Bromford and Hodge Hill, one of Birmingham’s most deprived areas. Run by Community Actions for Local Opportunities – or CAFLO – the centre off ers a lifeline to local residents with activities ranging from sports and leisure to food banks and mental wellbeing services. T is partnership aims to create a warm, safe space that meets the community’s needs, tackling unemployment and isolation while fostering a sense of togetherness.
ENHANCING RETIREMENT LIVING Platform Housing Group has also invested in modernising its retirement living schemes. In 2024, Elizabeth Court Retirement Village in Lincolnshire underwent signifi cant refurbishment to incorporate dementia-friendly and accessibility-enhancing design features – ranging from colour-coded fl oors and larger signage to automated doors and updated communal spaces. Harling Court in Herefordshire similarly benefi ted from refreshed communal
areas. In addition, 27 retirement sites have received upgraded alarm systems since April 2024, totaling a £1.2m investment to prepare for the national digital switchover. Each resident now has access to emergency pendants, with 24/7 monitoring and robust system back-up in place. Further alarm upgrades are also planned over the next 12 months.
FUTUREPROOFING OUR HOMES & SERVICES Following the introduction of the Social Housing Act and resulting Consumer Standards, we have created a comprehensive action plan focused on the following priorities: • Good quality data about all our homes; • Robust health and safety assurance for our customers; • Eff ective and timely repairs, maintenance and planned improvement services;
• Recognising diverse needs and tailoring services appropriately; • Providing customers with information about landlord services and performance;
• Having a fair allocations service; • Working with partners to deal eff ectively with anti social behaviour, hate crime, safeguarding and domestic abuse;
• Responding eff ectively to and learning from complaints.
T e aim of the Act was to improve the provision and regulation of social housing.
EMBRACING DIGITAL INNOVATION At Platform Housing Group, we utilise both Microsoſt Dynamics and a traditional integrated Housing Management System to report maintenance issues. Our customers can also log repairs directly via our self service portal on our website. Currently, we have an active project aimed at extending these self service facilities to include scheduling, changing and cancelling repair appointments. T is model – which is widely adopted by other housing associations – has proven to be the most eff ective and effi cient method for reporting maintenance
Housing Management & Maintenance April/May 2025
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