WelcomeHappy New Year everyone and welcome to the January Customer Involvement update. Firstly we have some staff news. As of 02 January 2018 Hannah has moved to the Capital Delivery Team within Orbit. She has been a great asset to our team and we wish her the best of luck in her new role. In this edition we will give you a run down of our recent activities. Thank you once again for your continued involvement. Ivanna, Jonathan, Rupert, Russell, Julie and Roisin What to look out forBelow are some activities to look out for in January:
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: RepairsThe Repairs Service Improvement Group was held in Sittingbourne. Customers challenged the current performance levels as well as complimenting the continued improvement. In addition, customers reviewed the refreshed repairs policy suggesting improvements to access, reporting options and emergency repair priorities. Customers also scrutinised the current repair responsibilities making a number of suggested changes and challenging the definition of vulnerability. Tenancy Sustainability The Customer Insight Panel held in Stratford-upon-Avon was looking at how we plan to help customers sustain their tenancies. Customers heard how we currently do this and then got involved in giving feedback on how things are planned to improve. Customers all agreed how much they enjoyed the session. Customer Offer Linking into the Customer Offer we have the customer journeys. Digital journeys (via the internet) and non-digital journeys covering gas safety inspections, repairs, arrears, anti-social behaviour, applying and moving into a new home have all been reviewed over several meetings. Customers enjoyed working with the Business Improvement Team to test if these aspirational journeys made sense and reflect what our customers want. Many suggestions were put forward influencing the outcomes with customer insight. Empty Homes Customers met just before the Christmas break to discuss all things empty homes including the current re-let standard and policy. We discussed the current situation and Orbit wants our informed customers to help with ‘Customer Wow’. Basically, what does a customer want or need to exceed expectations when moving into an Orbit property and make them think, 'Wow'. Contacting us
|