Winter 2013
Spotlight on the Trust Earlier this year, Watford Borough Council set up a task group to look at the service we provide to you. The group asked for comments from you on issues such as repairs, communications and customer service. In September the group published 20 recommendations about how we can deliver better services. We are looking at how we can build these recommendations into our improvement plans. Many of them are issues we are already dealing with. For example, we are currently reviewing our customer services to make sure you get a quicker response from our customer service centre because we know that waiting times are too long at the moment. (However, if you do not want to
wait on the phone, remember you can press the star key to leave a message and someone will call you back when someone is free). Our top priority continues to be to make sure you receive the best customer service from us. We know that while we often provide excellent service there is still some way to go, particularly when it comes to communicating with you about repairs and other issues that you report to the Trust. However we are also proud of the huge strides we have made over the last six years, including investing £66 million to improve our homes and delivering the promises we made at transfer. You can read our response to the Task Group’s recommendations on our website at www.wcht.org. uk/our-news, or you can contact us to ask for a printed copy on 01923 209 051.
What’s inside Awards for the Trust Pages 2 and 4
Your new representatives Page 5
Bikes provided to jobseekers Page 7
Money and benefits advice Page 9
Update on service charges Page 12