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;