Compliance policy consultations

We reviewed our policies for fire safety, electrical safety and domestic and communal heating safety and asked our customers to share their views with us. This survey was sent to tenants, leaseholders and shared owners, but as they all received a different service level from us, the survey was tailored to ensure they would only see questions that were relevant to them.

We had over 1,600 customers complete the survey. Scroll down to read what actions we’ve taken from customer feedback.

If you have any feedback or would like to ask a question, you can do so on the questions section below. You can also share your views on our poll.

We reviewed our policies for fire safety, electrical safety and domestic and communal heating safety and asked our customers to share their views with us. This survey was sent to tenants, leaseholders and shared owners, but as they all received a different service level from us, the survey was tailored to ensure they would only see questions that were relevant to them.

We had over 1,600 customers complete the survey. Scroll down to read what actions we’ve taken from customer feedback.

If you have any feedback or would like to ask a question, you can do so on the questions section below. You can also share your views on our poll.

  • Survey outcome

    We’ve taken the following recommendations from customers from the survey. You can also read how we’re implementing these recommendations and monitor the progress.

    The actions relating to fire safety based on the findings of the survey are: 

    Recommendation: Our comments:
    Progress:
    Just over one in five (22%) of customers weren’t completely clear on what to do in the event of a fire.
    		 Fire action notices are in communal areas. You can also read advice on our website here.
    		 No further action needed.
    Almost four in five (78%) of all customers that live in a block didn’t how often a fire risk assessment would take place.

    All customers receive a letter to advise when a fire risk assessment will take place.

    We’ve updated the website to ensure further information is available regarding this.
    		 Complete.
    Two-thirds (66%) of customers that live in a block didn’t know that they could request a copy of the fire risk assessment for their block.
    		 The link to our website was provided for more information as part of the survey. If you wish to find out more you can here.
    		 No further action needed.
    Nearly three-quarters (72%) of customers didn’t know how often our fire safety equipment is serviced.
    		 This information was provided in the survey. We’ve added this information to our website for all customers.
    		 Complete.
    Introduce more fire safety signage/make signage easy to understand for children and elderly customers.
    		 The current signage used is used nationally and meets requirements.
    		Complete.
    Provide more information about fire safety to customers at the start of their tenancy.
    		 Information is already included in new customer welcome packs and available on the website.
    		 No further action needed.
    Give more consideration to disabled customers on how they can deal with a fire-related issue.
    		 For customers with a disability, please contact your Housing Officer or Scheme Manager to complete a personal risk assessment. You can contact us about this here.
    		 No further action needed.
    Clearer fire assembly points.
    		 Please check the fire action notice in your communal area – if this is unclear, please contact us here.
    		No further action needed.


    The actions relating to electrical safety based on the findings of the survey are: 

    Recommendation:
    Our comments:

    		 Progress:
    More than a third (36%) of customers weren’t aware that they’re supposed to receive a copy of their electrical certificate at the start of their tenancy.
    		 New customers receive a copy electronically during the sign-up process. Existing customers can request a copy from us.
    		 No further action needed.
    Customers don’t always understand the information provided to them on their electrical certificate.
    		 We’ll add further information on our website – “understanding your gas certificate”.
    		 In progress.


    The actions relating to domestic and communal heating safety based on the findings of the survey are: 


    Recommendation:

    		 Our comments: Progress:
    We gave customers two options about when gas should be uncapped for new customers moving into an empty property. More than half (54%) of customers voted to keep the process the same as it currently is.
    		 We’re pleased to see customers are happy with the current process. Keeping this process also reduces the risk of any damage to gas pipework before you’ve moved into your home.
    		 No further action needed.
    Almost half (46%) of customers believe that only certain types of heating are serviced annually.
    		 We’ve added more information to the website to change current perceptions.
    		 Complete.

    Better communication when arranging appointments for annual heating services:

    • Sticking with the 70-day notice period.
    • Appointment reminders.
    Send text messages and emails, not just letters through the post.
    • All first appointment letters are sent within 14 days of the appointment date.
    • We’re working with Aaron Services to introduce two-way communication with customers, including WhatsApp, SMS and web chat.
    • Please ensure Longhurst Group have your most up-to-date contact number.
    SMS messages are sent from Aaron Services the day before your appointment as a reminder.
    		 In progress.

    Timescales to be changed/shortened relating to annual heating service appointments:

    • Work schedules.
    • School runs.
    • Inclusivity for disabled customers.

    Once implemented, the two-way communication with our customers can help customers advise Aaron Services of any work schedules or school runs etc.

    For reasons such as school runs, please contact Aaron Services directly before your appointment to make them aware.


    		 In progress.
    Penalise Aaron Services for missing appointments with customers.

    There are clauses within the contract with Aaron Services which cover performance failures.

    We’re also charged for every no access from customers.
    		 No further action needed.
    Introduce evening/weekend appointments.
    		 During the winter period, evening and Saturday appointments are available due to demand. Emergency appointments are also available 24/7.
    		 No further action needed.
    Monitor follow-on works for repairs that are identified during an annual service.
    		 We audit every gas certificate following your service, to ensure follow-on works are raised and then monitored.
    		 No further action needed.
    Complete more regular maintenance on heating appliances.
    		 We’re currently reviewing ways to improve the maintenance of heating appliances.
    		 In progress.
    Ensure full checks are completed as customers advised some engineers are only at the appointment for a few minutes.

    Please contact us if you’re dissatisfied with the service.

    A total of 10% of services are audited by a third-party contractor, to ensure services are completed as per manufacturers’ instructions.

    		 No further action needed.
    Introduce quicker timescales when dealing with condemned boilers.

    Aaron Services has seven calendar days to replace any condemned boilers (dependent on asbestos checks, further works etc).

    Temporary heating should always be offered to customers.
    		 No further action needed.
    Introduce an online booking system for customers.
    		 Current system limitations don’t allow us to have an online booking system – we’re currently looking for a future solution
    		 In progress.
Page last updated: 15 Aug 2024, 02:34 PM