Thank you to everyone who told us their top five priorities in our performance improvement vote back in September 2009.
The five priorities that you have voted for are detailed below:
1. Staff to provide updates to ensure that residents don't need to chase for progress.
2. Staff to return telephone calls within 24 hours (Mon-Fri).
3. Residents given more information about how their complaint is being dealt with and details of what went wrong and how it will be put right.
4. Specialist maintenance staff on hand to answer queries.
5. Ensure all contact details for reporting key issues are made clear to residents.
In November 2009 those residents who volunteered as resident reviewers met to discuss the necessary improvements needed and how they could be monitored. The resident reviewers then carried out a series of audit checks on the current level of service in the five priority areas.
During the audits they examined six of our publications, four housing services procedures and conducted a series of telephone and email mystery shops on staff to check response times. They also contacted residents who have accessed the maintenance service recently to measure their satisfaction. The data recorded by the resident reviewers has now been analysed. Click here to see a presentation of the audit results.
The resident reviewers group met again on 22 February to set targets and deadlines for improvement against each of the five priorities. Click here to see the targets and deadlines that were set at this meeting and here to see results of the audits they carried out in July, which saw improvements in five our of seven areas.
If you have any queries about the resident impact project or would like to take part in future audits please contact Mina Bance on 0207 428 4241.