YOURAREA NEWSLETTER Salford Issue 03

Scrutiny exercise findings: damp and mould

We recently worked with tenants, just like you, to support with scrutinising our damp and mould services. It gave those who got involved the opportunity to be the voice of your community, make positive changes to our damp and mould services and have your voice heard. Here’s what was said, and what we’ve done to listen, learn and act upon your feedback.

You said…

We should look at the different ways we communicate damp and mould information such as on the newsletter and website to make sure it is the same.

We listened and...

A working group of colleagues and involved tenants has been set up to review damp and mould information.

You said…

We should look at the use of digital communications and explore other non-digital ways to share information and guidance on damp and mould.

We listened and...

We launched our tenant newsletter that is also available as a printed version. This will include damp and mould information. We will also look into whether we can plan a printed damp and mould flyer to be sent to homes.

You said…

Further information should be provided around heating homes and what the cost may be.

We listened and...

We will look at the information we provide both digitally and offline and update the cost for heating homes to prevent damp and mould.

You said…

We should look into the cases where damp and mould works have not been completed in a timely way and prioritise any outstanding works.

We listened and...

We have contacted all tenants who were interviewed as part of the scrutiny exercise to make sure all outstanding works are completed. We’re now back in target and we’re currently looking at communications to reassure and update tenants on their damp and mould repair.

YOURAREA NEWSLETTER

To find out more about the scrutiny exercise that took place, click here to visit www.forhousing.co.uk/scrutiny-exercisefindings-damp-and-mould/

COMPLAINTS

Delivering a great experience to you so you can be happy and safe in your home is important to us.

Delivering a great experience to you so you can be happy and safe in your home is important to us.

But we know that sometimes we may not get things quite right, so if that happens, we’ll always work together with you when you tell us you’re unhappy. We’ll listen, learn and take action to fix it as quickly as possible and we’ll always treat you with respect.

But we know that sometimes we may not get things quite right, so if that happens, we’ll always work together with you when you tell us you’re unhappy. We’ll listen, learn and take action to fix it as quickly as possible and we’ll always treat you with respect.

When it comes to making a complaint there are lots of ways that you can do this:

When it comes to making a complaint there are lots of ways that you can do this:

• On our website by completing an online form

• On our website by completing an online form

• You may ask for an in-person appointment. This may be at your home or in one of our offices

• You may ask for an in-person appointment. This may be at your home or at our Eccles office which is open Monday - Friday 10am - 4pm

• Over the phone, contact us on 0300 123 55 22

• Over the phone, contact us on 0300 123 55 22

• By letter, addressed to ForHousing, 52 Regent Street, Eccles, M30 0BP

• By letter, addressed to ForHousing, 52 Regent Street, Eccles, M30 0BP

• On the MyAccount+ app

• On the MyAccount+ app ACTING

You can find out more about how to make a complaint on our website click here www.forhousing.co.uk/complaints-and-feedback-2/

TPAS, an independent tenant engagement organisation, has recently assessed how we listen to your views and involve you in improving the services we deliver. They told us we’re showing a commitment to tenant involvement and are driving the improvements you want.

We know we can always do better. We promise we’ll keep listening to you, learn from where we go wrong and act on your views to make sure you’re satisfied with the services you receive.

Together with Tenants Charter How are we performing October – December 2023

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

Our performance is on or above 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 with you 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

70.4% of tenants are satisfied that we listen to your views and act upon them

76% of tenants are satisfied that we keep you informed about the things that matter to you

83.1% of tenants agree that we treat you fairly and with respect

01:16 minutes and seconds is the current average speed of answering your enquiries, our target is 02:00 minutes

ENVIRONMENT & NEIGHBOURHOOD

75.5% of tenants are satisfied that we keep communal areas clean and well maintained

75.4% of tenants are satisfied that we make a positive contribution to neighbourhoods

REPAIRS & ASSET MANAGEMENT

53.4% of damp repairs completed year to date within target

96.9% of repairs completed on the first visit

70.8% of tenants are satisfied with repairs

INFLUENCE & ACCOUNTABILITY

94.8% is the proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales

99.5% is the proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales

35% of tenants are satisfied with our approach to handing complaints

41.4% of tenants are satisfied with our complaints service

SAFETY

99.99% 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

8% of homes have a valid legionella risk assessment, our target is 10%

79.2% of tenants are satisfied that their home is safe

74.5% of tenants are satisfied with our approach to handling anti-social behaviour

100% of lift inspections carried out within statutory timescales