Group Feedback

Repairs (1^st)

·     Repairs the same for everyone;

·     Regular maintenance and updating of properties;

·     Contractors to be as good as Westlea staff;

·     High quality repairs;

·     When cutting grass, can they not blow cutting back onto people’s gardens;

·     Repairs and maintenance – keep up the good work;

·     Make sure contractors work to the same rules as Westlea;

·     Better consultation on planned maintenance;

·     How long are delays on planned maintenance going to be caught up with to meet planned programme?

·     Make the ground safe to walk on around the flats;

·     Need to have rails for safety around my bungalow;

·     When work is being carried out by contractors on the estates, that they clear up afterwards;

·     Maintain contact with residents;

·     A tighter control on standard of work by subcontractors;

·     Well maintained accommodation;

Communication and customer service (2^nd)

·     Get more residents involved i.e. incentives;

·     I think that the people in the housing department to know where all the houses are;

·     Involvement opportunities for all residents;

·     Listen to residents;

·     Return telephone call when residents phone in and the person you would want to speak to is not there;

·     Improve the turnaround time for responses;

·     Communicate well with all residents;

·     Good communication with good service;

·     Good customer service;

·     Respond to residents’ requests even in the negative;

·     What is the law about running a business from a rented Westlea property?

·     More local meetings to generate community self help;

·     Encourage more residents to attend meetings – maybe Saturdays?

·     More use of existing community centres;

·     Contact;

·     Work with the disabled – ask questions and act upon them;

Targeting services (3^rd)

·     People visit older people;

·     Be aware of hidden disabilities i.e. deafness, learning disabilities;

·     Assist with services not easily (or affordably) available i.e. hedge maintenance and debris removal;

·     More buggy stores please;

·     Something in community for socials (older people);

·     Mobility scooters;

·     Wessex Water – why should Westlea pay for new showers?

·     Water softeners  - Wessex Water;

·     Litter being picked up by Council;

·     Put water softeners in when fitting showers – will save money in the long run;

·     Consider access to storage areas;

Housing (4^th)

·     More 2 bed and 4 bed houses;

·     More thought into appropriate housing individual needs;

·     Downsizing means that you want a flat or bungalow not exchanging from 3 bed to 2 bed;

·     Sanitary issues;

·     Develop all services;

·     Security (clocks, keys, etc.);

Parking (5^th)

·     Improved parking;

·     Car parking;

·     Better parking facilities – off road parking;

·     Reduce and stabilise rents;

·     How is credit crunch affecting Westlea?

·     Look at criteria for help with gardens;

·     Darby Close – needs more flowers around the grassed areas and more car parking;

·     Safety matters – slippery paths, etc.;

Heating (6^th)

·     Continue upgrading older heating;

·     To look at heating – night storage;

·     Safe housing and heating;

·     Service heating;

·     Replacing outdated and very expensive heating systems;

·     Heating maintenace and grounds maintenance;

Group Feedback

Government

·     Government funding - involvement and their decisions;

·     Change of Government;

·     Change in the laws;

·     Government rules;

·     Local government policy;

·     Government policies;

·     Conservative Government;

·     Environmental law changes;

·     Legislation restricting funding;

TSA/Audit Commission

·     Audit Commission expectations;

·     Other organisations;

·     External factors – illness, credit crunch, etc.;

·     Planning issues;

·     Who is first in priority – e.e. families or elderly?

Banking issues

·     Funding from banks and building societies being withdrawn;

·     Repair firms – insolvency;

·     Lack of control on spending programmes;

·     No funding for new build;

Staff

·     Staff turnover;

·     Staff shortages;

·     Staff sickness;

·     Sickness/swine flu;

·     Not enough staff;

·     Staff changes;

·     Staff not doing job to a high standard;

·     Staff not doing repairs to a high standard;

·     Materials shortages;

Money and finances

·     Money;

·     Cashflow;

·     Money – credit crunch, Government funding, etc.;

·     Credit crunch;

·     Pensions;

·     How Westlea could save money;

·     Cutbacks;

·     Restriction of funds;

Not listening

·     Not coming to these meetings to influence Westlea;

·     Not listening to residents’ opinions;

·     Not listening to residents where houses are being built;

Group Feedback

Listening and communication (1^st)

·     Listen to residents;

·     Listen to residents’ wants, not what Westlea think that residents want;

·     Involve residents at every stage;

·     Involve residents in customer service review;

·     Take on board residents views;

·     Proper consultation to bring up issues and that would save money in the long term;

·     Listen to what residents want with regard to planned maintenance;

·     Listen to what people want – don’t just go ahead;

·     Listen! Listen! Listen!

·     Involve residents in saving incentives;

·     Communications need improvement;

·     Listen to feedback from residents;

Money saving (2^nd =)

·     See how Westlea can save money  e.g. by not having to go back and put repairs right;

·     Economise:

·     Control wasteage in all areas;

·     Send emails where possible – save paper and office time;

·     Staff incentives for savings, etc.;

·     Reward residents who keep rent account and property up to date;

·     Rationalise rents;

·     Write to The Times!

·     Pray!

Maintenance and contractors (2^nd=)

·     Notify head office if work is shoddy or done nlate;

·     Make contractors working on Westlea properties maintain high standards;

·     Make sure contractors follow Westlea rules and guidelines;

·     Contractors as good as Westlea workers;

·     Improve repair standards;

·     Ensure all repairs are fixed promptly;

·     Make sure standards are kept up to 100% service at all times;

·     Recognise good and responsible tenants and involve penalties and follow up for residents who damage or neglect their properties in an irresponsible way;

Resident involvement (3^rd =)

·     Get involved in groups such as S.U.G’s and the District Forum;

·     Look for external funding for local projects;

·     Work with TSA to make sure we keep with up-to-date policies;

·     Lobby agencies and organisations that are involved with funding;

·     Train residents in all aspects of Westlea;

·     Train residents in all aspects of TSA, Audit Commission, etc.;

·     Vary meeting times;

Staff and training (3^rd=)

·     Better supervision;

·     Better quality staff;

·     Prioritise and plan;

·     Staff training;

·     Make sure you give good service;

·     Employ time and motion experts;

·     Well trained staff;

·     Improve customer service – call residents back!

·     Listen, select, develop, record, install, maintain – management training;

·     Improve customer services;

·     Keep a check on all staff efficiency;

Customer service (4^th)

·     Improve customer services;

·     More information to residents;

·     Deal with problems efficiently;

·     Apart from downsizing, I have no problems with Westlea  - always OK;

·     Take more notice of nuisance when people complain;

New developments (5^th)

·     Build more homes