This page includes a selection of details for matters that tenants have raised with Housing Services via service requests, complaints, satisfaction survey responses or other communications with us and how we have responded to them. We want to show we are listening to what tenants are telling us and try to improve our services accordingly.
| You said... | Household waste is accumulating around the estate. |
| We did... | Conducted a site inspection to identify which items needed to be removed from the area and arranged for these to be cleared. Our Neighbourhood Officers reminded all residents that action will be taken on any further fly-tipping and the culprits will be charged for the removal of waste. |
| What this means for our Tenants... | We are actively ensuring that our neighbourhoods are a place where tenants feel happy and proud to live by promptly addressing any issues that are identified during Estate Inspections. |
| You said... | I think I would benefit from supported living accommodation. |
| We did... | The Independent Living Scheme Manager contacted the resident to explain more about the Independent Living lifestyle, the availability and what support we can give to assist with an application. |
| What this means for our Tenants... | Tenants are supported throughout their tenancy and if a tenant believes their home is no longer suitable for their needs, we are happy to explore alternative options with them. Tenants wishing to move home may also benefit from registering on Home Swapper for a Mutual Exchange. |
| You said... | I have noticed mould in my bathroom. |
| We did... | Conducted a full damp and mould survey. Works were then raised and completed, included the removal of old silicone, a reseal around the bath and bio-wash applied. We will continue to work with the tenant to ensure the bathroom is properly ventilated and that any returning mould is treated quickly. |
| What this means for our Tenants... | We have a dedicated Damp and Mould Team who are actively working with tenants to address any damp and mould issues in their homes. It is important to us that tenants feel safe and comfortable in their homes. |
| You said... | What do I do if I am experiencing noise nuisance from a neighbour? |
| We did... | Contacted our tenant to advise of the process of reporting Anti-Social Behaviour (including noise nuisance) and arranged for diary sheets to be sent to the tenant for them to complete and return. A full investigation was carried out and an appropriate resolution identified. |
| What this means for our Tenants... | We take all reports of ASB seriously and will work with all parties involved to attempt to reach a suitable solution. Where appropriate, we encourage parties to engage in mediation, which has proven very effective in resolving neighbour disputes. |
| You said... | I would prefer letters in a bigger font. |
| We did... | Created a flagged alert on the customer profile that all written communication is to be sent in large print. |
| What this means for our Tenants... | We are committed to ensuring that we adhere to our tenant’s contact preferences making our services as accessible as possible. The recent Tenant Profile Survey completed by a number of tenants also recorded preferences like these and we are working towards adding the details to our system to be able to tailor services to tenants’ needs. |