WelcomeWelcome to the November Customer Involvement update. In this edition we will give you a run down of our recent activities, including face-to- face meetings as well as @home activities. We would like to welcome Jonathan to the team as a Customer Involvement Advisor. You will see Jonathan around over the coming months. Thank you once again for your continued involvement. Ivanna, Russell, Jonathan, Rupert, Julie, Roisin and Hannah What to look out forBelow are some activities to look out for:
If you are interested in any of these activities please let us know here (sends an email to us) What have you been up to?Over the past month, customers have been part of: Empty Homes Inspection meeting MidlandsThe customer inspection team in the Midlands carried out 10 inspections across the region over a 2 week period. The team have seen a steady increase in the standard and number of properties that have met the re-let standard, however there are still issues around the cleanliness of properties with 4 out of the 10 properties inspected failing this part of the standard. Customer Involvement Service Improvement GroupCustomers in the Midlands and South met and undertook a review of this year’s customer involvement activities so far focusing on what worked well and what can be improved in our current offer to customers. Customers also looked at gaps in our current offer ahead of developing a new offer for next year. The group also looked at the Q2 performance of customer involvement and also noted that there had been good improvements in our performance for Q1. Repairs MidlandsCustomers were pleased to see that Q2 performance had improved and was on target. The aim of this meeting was to look at a piece of work done by the group over 18 months ago and a service level agreement on how Fortem will contact customers regarding booking appointments. At the meeting we agreed changes to improve this agreement; also the group discussed ways that Fortem can keep improving customer satisfaction. PCT MidlandsCustomers challenged the performance of the number of days it takes to re–let an empty property. Customers were able to understand some of the reasons why performance is low, staff shared their plans on how this performance would be improved and they agreed that they felt that the information they received was very good and substantial but also agreed that they will review this again in Q4. The customers have reviewed the Q2 service standards and will make a selection shortly. Here is the report from the meeting. PCT SouthMembers of the group reviewed the up-to-date performance information and have chosen emergency repair times to explore further. Members also worked through the Neighbourhood and Community Regulatory Standard discussing their perception and how obvious it is we meet the standard. @Home activitiesBoiler Leaflet - Customers have been asked about their views on a new Boiler Leaflet. We asked customers what they thought about the layout, the content and the design.Customer Magazine - October edition of Orbit Life.Customers reviewed the new edition of Orbit life magazine. Here is the response from the Communications team: There was a very positive response to the most recent issue of Orbit Life. ‘Bold, bright, colourful, good mix of stories…’ were some of the comments. ‘Missing full stop!’ was another. Thank you also to the eagle-eyed reader who suggested we change ‘loo roll’ to ‘toilet paper’, pointing out that most people flushed paper – and not loo rolls – down the toilet. In the real life story, we changed ‘Customer x’ to an alias because some felt it was a bit clumsy written that way. And there were some lovely comments about the cover photo which we agree has a smashing feel to it. Thank you to everyone who took the time and trouble to read through the magazine. It is always comforting to know that there is the back-up from the readers’ panel. Bespoke Complaints lettersThe complaints team have accepted all the recommendations for the bespoke complaint letters suggested and have applied some principles when replying to complaints so they are more personal and relevant to customers. Task and Finish overviewWe recently carried out a task and finish on involvement satisfaction as our quarter one results were unexpectedly low at 70.25%. Customers wished to explore:
A number of recommendations were made to improve satisfaction. The key ones are listed below.
So far we have implemented 10 of the 13 recommendations in full and working towards finishing the others with our Customer Involvement Service Improvement Group. Evaluations due out this monthWe will be evaluating the Bespoke letters and the Orbit life magazine the month, so if you took part in any of these activites please keep an eye out for them.
Contacting us
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