We aim to deliver excellent services and welcome all
types of feedback. Whether the service you have received
has been excellent, average or poor - we need to know about it
so we can learn and improve.
Your views are important to us. Below are just
some of the items you have told us about and details
of what we have done as a result.
You said
|
We did
|
| You told us that you wanted to understand
the term “right first time” meant. |
We consulted with tenants and discussed the responses to
agree the final definition. This will be published in the next
edition of Home
Front News
|
| You told us that you don't like to wait to report emergency
repairs and that you would like to see our performance figures for
repairs calls. |
A new IVR (Push button 1) system was implemented on 1 April 2011
which enables tenants to report emergency repairs speedily and
allows us to report on the performance of the Contact Centre.
|
|
Our sheltered accommodation tenants said it was difficult to
access services on the internet.
|
Introduction of computers in sheltered communal areas for
tenants to use. |
| You wanted appointments for repairs. |
Appointment system to start in April 2012.
|
| You told us you wanted to access housing leaflets
easier. |
We introduced a online leaflet rack and produced posters to let
tenants know what is available.
|
| You questioned if most tenants read Home Front News. |
Consulted with the Armchair Army and most tenants said they did
read Home Front
News and found it to be useful. This was fed back to the
Communication, Involvement and Empowerment
Service Improvement Group. Tenants suggested new features for
articles which will be introduced during 2012.
|
| You wanted to know how the Council intended to involve
tenants. |
Consulted and worked with tenants to produce a Tenant
Involvement strategy.
|
Contact us
If you would like more
information then please contact Lisa Conroy in the
Tenant Involvement Team.
Tel: 01695 585 275
Email: tenantparticipation@westlancs.gov.uk
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