How are we doing?
In 2022, we carried out a Tenant Satisfaction Survey where we asked tenants what they thought of the Council’s housing services.
From listening to your views, we created an action plan to improve your experience.
Don’t miss your chance to tell us how we’re doing and help us continue to improve our service.
Here’s what we’ve achieved so far:
| Service area | Goal | Timeline | Progress |
|---|---|---|---|
| Anti Social Behaviour | Review the ASB policy & procedure |
September 2023 |
Complete In March, we involved tenants in reviewing our policy and procedure |
| Customer guide to the ASB service |
october 2023 |
Complete We have created a guide, with assistance from tenants. This is currently being designed. |
|
| Dealing with Housing Services | Housing online portal | April 2023 |
Complete Tenant’s can now communicate with the Council through HousingOnline |
| Repairs handbook | Spring 2023 |
Complete We involved tenants to help us create a guide to the repairs service. You can request a printed copy, or it is held online |
|
| Customer service guides | January 2023 |
Complete We have created a customer service guide for colleagues to use with enquiring tenants to ensure a consistent response and assist in managing expectations. |
|
| Complaints training | March 2023 |
Complete After carrying out a self-assessment on how we handle your complaints, we gave all housing staff a training session. We carry out an annual review of our complaints handling. Contact us on to be involved. |
|
| Communal Areas | Estate improvement policy |
Complete We have been implementing Estate Inspections in consultation with affected neighbourhoods. To request an estate inspection, contact your Area Housing Manager. |
|
| Estate action day (seasonal) | On-going |
We are working with the Community Development team for future focus in Englefield Green. We also are continuing ongoing actions identified with Garfield Road, Addlestone. If you identify ways that we can improve the area you live in, contact your Area Housing Manager or email us. |
|
| Listening to tenants views |
Tenant engagement strategy action plan |
On-going |
We continue to roll out our Engagement Action Plan where we aim to work with and listen to our tenants. |
| Consult tenants on new estates cleaning contract | September 2023 | We will be going to Housing Committee in November with a proposal. | |
| Repairs and maintenance | Recruitment of MCP, who provide a new repairs contact centre | April 2023 |
Complete MCP began with us in April. You can now report repairs online through the portal, or over the phone and speak direct with the contractor. This means you can schedule a repairs the first time you contact us. |
| Online ordering of minor repairs | April 2023 |
Complete Tenants can now report repairs online. See our video on MCP for more information. |
|
| Improve Decent Homes levels | Asset Management’s Plan 2021-2026 |
We are continuing to fit homes with new kitchens, bathrooms, rewiring and boilers. Keep up to date on this progress with our Tenant’s Newsletter |
|
| Communication Fire Risk Assessment process and actions | From February 2023 |
Complete This is in relation to the Building Safety Act where high-rise properties are safeguarded in the event of a fire. |
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