YOURAREA NEWSLETTER Issue 04

Keep up with what’s going on

COMPLAINTS

You told us that when you made a complaint you wanted us to act quickly and to keep you informed. We’ve changed the way our complaints team works and created some new job roles to make sure we have the resources to respond to your complaint quickly and keep you updated on progress.

You can find out more about how to make a complaint by clicking here www.forhousing.co.uk/complaintsand-feedback-2/

TENANCY

FRAUD

Did you know tenancy fraud happens when someone isn’t telling the truth about their circumstances to get a housing association home? If you think someone is committing tenancy fraud, it’s important you report it to us so we can look into this.

To find out more about tenancy fraud, click here to visit our website www.forhousing.co.uk/tenancy-fraud/

We worked closely with a group of tenants and listened to what matters most to you, to create seven promises from us, around how we will deliver all our services to you.

Take responsibility Get things done on time

Understand and respond to the different needs of you as an

To find out more click here to visit our website www.forhousing.co.uk/service-standards

Together

charter hasQuarter4performance nowbeenpublished

Our performance is on or above our targets

Our performance is heading in the right direction to reach our targets

We still have lots to do, and our teams are working hard to reach our targets

We’re focusing on what matters and working towards delivering the promises we set out in our Together with Tenants Charter which was co-created with tenants just like you. We want to share our latest performance so you know we’re doing all we can to deliver on the things that matter to you. You can see that we’re on track in some areas and we haven’t got it quite right in others. We’ll continue to work hard with you.

COMMUNICATION & VISIBILITY

69.5% of tenants are satisfied that we listen to your views and act upon them

76.4% of tenants are satisfied that we keep you informed about the things that matter to you

82.6% of tenants agree that we treat you fairly and with respect

27 seconds is the current average speed of answering your enquiries

ENVIRONMENT & NEIGHBOURHOOD

72.2% of tenants are satisfied that we keep communal areas clean and well maintained

73.8% of tenants are satisfied that we make a positive contribution to neighbourhoods

REPAIRS & ASSET MANAGEMENT

57.5% of damp repairs completed year to date within target

96.2% of repairs completed on the first visit

70.4% of tenants are satisfied with repairs

INFLUENCE & ACCOUNTABILITY

95.6% is the proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales

99% is the proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales

33.8% of tenants are satisfied with our approach to handling complaints

44.4% of tenants are satisfied with our complaints service

SAFETY

99.9% of homes have completed gas safety checks

99.8% of homes have had electrical installations

100% of homes have had asbestos management surveys carried out

100% of homes have had a valid fire risk assessment

100% of homes have a valid legionella risk assessment

78.5% of tenants are satisfied that their home is safe

74.3% of tenants are satisfied with our approach to handling anti-social behaviour

100% of lift inspections carried out within statutory timescales

73.6% of tenants are satisfied that their home is well maintained

click here to visit

website www.forhousing.co.uk/how-we-are-performing/