You said we did

We're here to learn Because we are a big organisation that provides services to thousands of people, we receive our fair share of praise and complaints. We see this as a good thing as it tells us what we're doing well and where we could improve.  If we have made mistakes or could have done something better, we want you to tell us so we have the opportunity to resolve the problem and try to prevent it happening again. You have said that you want us to learn from our mistakes, so we have made this one of our Mission Vision Values. We pledge to “involve customers by listening and responding, to improve services and ensure best value”. We always listen to your feedback and suggestions and, where possible, take positive action.

Here are some examples of changes we have made:

• Following complaints about rubbish at a particular block of flats, a pictorial guide to using bin chutes was displayed; all residents received a letter reminding them of how to correctly dispose of rubbish; and we are investigating alternative uses for a patch of land currently blighted by fly tipping.
• A metal fence has been ordered to replace a wooden one that was regularly vandalised.  The fence is on a footpath off Gleadless Road and provides security for elderly tenants in adjacent properties.
• In response to valuable resident feedback, we changed the car parking scheme at Lansdowne so non-resident passes can be issued to people who support and visit elderly residents on the estate.
• A suggestion was received via the Customer Care Charter that cleaners in communal areas should always wear name badges and that cleaning rotas should be displayed in all blocks.  All staff have since been reminded to wear badges at all times.  The Estates Services review team are also planning to make schedules available on the website and at call centres.  The dates for this have yet to be confirmed.
• Following a request from residents, the area Estate Team created a patio area at Newton Croft sheltered scheme in Woodhouse. We will soon add a hexagonal raised planting bed where residents can do their own gardening.
• Officers carrying out accompanied viewings and sign-up interviews will ensure they give new residents a clear explanation of the building security systems and the function of each key. This suggestion came after a tenant locked themselves out of their block as they hadn’t been told about the security lock on the main door.
• Lettings information has been made available in a PDF on our website for residents who could not view the previous version in Excel.
• A complaint was received from a leaseholder who was not informed that access to his balcony would be required when scaffolding was erected. A procedure has been put in place to ensure residents are kept informed of such developments in future.