You Said – We Did: Update

We base all we do on feedback from you – our tenants’ thoughts, feedback and ideas are important to us as they help us improve our housing services.

Through a mixture of surveys, discussion groups and scrutiny projects, held throughout the year, and our continual encouragement of tenant engagement, we are held to account by our tenants and presented with opportunities to improve what we do.

This is evidenced by our You Said: We Did summary below, as well as by the recent expansion of Marcia Cunnison’s role of Customer Engagement Officer in to Community Partnership & Engagement Officer, to build on our communications with tenants and stakeholders within our housing association and local community.

You Said: We Did

Our tenants are experts when it comes to knowing what works or needs to be improved – by telling us via comments, complaints or compliments, we can maintain and enhance what we do.

We use the national Tenant Satisfaction Measures (TSMs) to analyse our performance across the year, using telephone surveys with our tenants by independent researchers to track us.

You Said:

86% of you think we keep you informed about things that matter

74% agree we listen to tenant views and take action

We Did:

We held an in-person meeting to discuss how we communicate and engage with you during your tenancy.

You Said:

We should review our new Corporate Strategy and develop policy for telephone call recording.

We Did:

We’ve asked our legal advisors to look at the right to be forgotten when it comes to data recording, and to consider a secure and practical way to take payment card details over the phone.

You Said:

You wanted to see improvements in the tenants’ newsletters.

We Did:

We introduced a section on community activities and events, which will be on the Nehemiah website as well.

You Said:

You’d like greater involvement in the handling of complaints

We Did:

We introduced fortnightly meetings for staff involved in resolving complaints or in putting into action service improvements following a complaint, to monitor progress and to ensure all lessons are learnt as a result.

You Said:

Our policies and procedures can be confusing to read and understand.

We Did:

We made the explanations of our policies and actions we take, easier to understand.

Nehemiah Is Here To Help & Support

We are committed to providing affordable, comfortable housing within a supportive community and encourage all feedback from our tenants so we can continue to improve our services and tenants’ experience.

Together, we are better.

To let us know your comments, complaints or compliments related to how we are doing, or to get involved with how Nehemiah is run, you can contact your Housing Officer or call us on 0121 358 0966 or email customersatisfaction@nehemiah.co.uk and we will welcome your valuable input.