Group Feedback

Housing management (8)

·     Walkabouts to continue;

·     Garden inspections and action taken;

·     Housing management;

Value for money (13)

·     Value for money;

·     All they undertake;

·     Use rent revenue prudently for all;

·     Expense and manpower;

·     All services should be done well;

·     Gas servicing street by street to save money and time;

·     By using good quality materials;

·     Give spare shower heads to Westlea tenants;

Provide a good repairs service continually (12)

·     Look to enhance it and make sure tenants are listened to and feedback given;

·     Housing repairs;

·     Property repairs;

·     Property maintenance;

·     Continue showers;

·     Maintenance - better communications with tenants;

·     Planned maintenance every 3-4 years;

·     3 year maintenance programme;

Outside maintenance (8)

·     Upkeep of street lights and paving;

·     Emptying litter bins;

·     I had to pay to have fence replaced – surely if the property is yours, it is your responsibility?

·     Decorating outside of buildings;

·     Grounds maintenance;

·     Outside house maintenance;

Helping older, vulnerable and disabled tenants (8)

·     I appreciate Helping Hand service – please continue;

·     Promote existing services;

·     Help with garden;

·     Help for elderly people in their home;

·     More for adult carers;

·      Information about support organisations;

Customer service (5)

·     Customer service;

·     Keeping the customer happy;

·     Email addresses of NHO’s/CHO’s;

·     Better website – more user friendly;

·     Listen to customers;

·     Feedback about walkabouts;

·     Reply to emails, phone calls and letters;

Group Feedback

Finance

·     Rent arrears;

·     Waste of cash;

·     Bad budgeting;

·     Lack of finance;

·     Unnecessary expenditure on unrelated items or organisations;

·     Lack of funds/revenue;

Government

·     Outside changes – Government policies;

·     Change of Government;

·     Change of Government would rock the boat;

·     Laissez-faire – not bothered, no commitment;

Better use of existing homes

·     Transfers for young families in flats;

Better heating

·     Better and more effective heating;

·     Affordable heating for all tenants;

More car parking

·     Parking up streets;

·     Improving garages;

Management and staffing

·     Bad Board management;

·     Bad management – shortage of funds;

·     Bad audit report;

·     Bad planning – mismanagement;

·     Fall into ruin or join another Council;

·     Not enough manpower;

·     Redundancies;

·     Planned maintenance would cease to be initiated;

Impact

·     Lack of co-ordination between departments;

·     Tenants refusing access;

·     Unhappy tenants;

·     Forced to go into a larger group;

·     Longer timescale for repairs/planned maintenance;

·     Repairs will go by wayside;

·     Cut back on development and services;

·     Greater control from funders;

·     Less repairs;

·     Services for elderly and youth group cut;

·     Less outside maintenance = less attractive environment = less care by residents;

·     Good customer service standards would fall due to less staff;

Group Feedback

·     Risk trees;

·     Continuous improvements

·     Review services with residents, staff and stakeholders;

·     Put important phone numbers in homes;

·     Robust policies and procedures;

·     Better website and contact ops;

·     Use local paper more to communicate;

·     Inform more in tenant newsletter;

·     Make sure you get value for money on maintenance without sacrificing quality;

·     Signposting Westlea phone numbers and contact name;

·     Tell people who covers what in HOME;

·     Amalgamate related departments;

·     Area Boards/Forums – need to consider residents in villages;

·     Common grounds management in areas;

·     Encourage communication and feedback especially on repairs;

·     Work closer with Wiltshire Council;

·     Better feedback – by towns – ‘you said, we did’

·     Involve shareholders more;

·     Put tenant interest articles in HOME;

·     Think about different times for walkabouts;

·     Regular contact with Wiltshire Council to work closer;