Together with Tenants update

Earlier this year, we posted a project page telling our customers about the Together with Tenants initiative that Longhurst Group has signed up to. We’ve been looking at how the Group meets the six Together with Tenants commitments and what we can do to improve.

First, we asked customers to give feedback on which of the commitments are most important to them and we received 49 responses. Some customers responded on a quick poll and others commented which is most important to them and why.

The below chart shows the results.

Our Customer Engagement Manager, Helen Bird, also carried out a self-assessment on how we meet these commitments.

Our customer Scrutiny Team then sense checked Helen’s assessment to ensure they’re satisfied with the steps we’re taking to meet the commitments and make recommendations on how we can continue to improve. They did this by reviewing evidence to support each of the points in Helen’s assessment.

The main recommendations from the Scrutiny Team are –

  • Making sure that information on the website is kept up-to-date and information is easier to find by archiving outdated information.
  • Improving how we communicate improvements to our customers with ‘you said, we did’ examples, making sure these are dated and regular.
  • When sharing survey results, ensure we include how many customers responded to the survey.
  • To share the scoring matrix that the Customer Forum will use to select service areas to be reviewed by the Scrutiny Team.
  • Consider how we can use the Our Voice magazine to share more performance information, customer consultation and ‘you said, we did’ examples with customers.
  • Consider how the annual report and value for money statement can be made accessible to as many customers as possible.
  • Consider ways that customers can be given regular updates on repairs, maintenance and safety issues.
  • Consider ways that customers can access their grounds maintenance and communal cleaning frequency and specification at any time.

Whilst the Together with Tenants assessment and recommendations focus on improving the organisational culture to meet these commitments, we recognise that improvements are needed in other service areas. There’s work ongoing to continuously improve the services our customers receive, and the Together with Tenants assessment is just one part of this work.

The Scrutiny Team’s recommendations are now being reviewed and the relevant colleagues will advise what actions can be taken to improve these areas.

Once we know what actions can be implemented, our Customer Forum will monitor these to ensure they’re put into practice, and we’ll continue to update you on this.

If you’d like to know more about the Together with Tenants initiative, please look at the consultation project page here – https://thehublonghurstgroup.uk.engagementhq.com/together-with-tenants-have-your-say-2

If you’re interested in learning more about the Scrutiny Team’s work, you can find their full Together with Tenants assessment on their project page - https://thehublonghurstgroup.uk.engagementhq.com/hub-page/scrutiny

Earlier this year, we posted a project page telling our customers about the Together with Tenants initiative that Longhurst Group has signed up to. We’ve been looking at how the Group meets the six Together with Tenants commitments and what we can do to improve.

First, we asked customers to give feedback on which of the commitments are most important to them and we received 49 responses. Some customers responded on a quick poll and others commented which is most important to them and why.

The below chart shows the results.

Our Customer Engagement Manager, Helen Bird, also carried out a self-assessment on how we meet these commitments.

Our customer Scrutiny Team then sense checked Helen’s assessment to ensure they’re satisfied with the steps we’re taking to meet the commitments and make recommendations on how we can continue to improve. They did this by reviewing evidence to support each of the points in Helen’s assessment.

The main recommendations from the Scrutiny Team are –

  • Making sure that information on the website is kept up-to-date and information is easier to find by archiving outdated information.
  • Improving how we communicate improvements to our customers with ‘you said, we did’ examples, making sure these are dated and regular.
  • When sharing survey results, ensure we include how many customers responded to the survey.
  • To share the scoring matrix that the Customer Forum will use to select service areas to be reviewed by the Scrutiny Team.
  • Consider how we can use the Our Voice magazine to share more performance information, customer consultation and ‘you said, we did’ examples with customers.
  • Consider how the annual report and value for money statement can be made accessible to as many customers as possible.
  • Consider ways that customers can be given regular updates on repairs, maintenance and safety issues.
  • Consider ways that customers can access their grounds maintenance and communal cleaning frequency and specification at any time.

Whilst the Together with Tenants assessment and recommendations focus on improving the organisational culture to meet these commitments, we recognise that improvements are needed in other service areas. There’s work ongoing to continuously improve the services our customers receive, and the Together with Tenants assessment is just one part of this work.

The Scrutiny Team’s recommendations are now being reviewed and the relevant colleagues will advise what actions can be taken to improve these areas.

Once we know what actions can be implemented, our Customer Forum will monitor these to ensure they’re put into practice, and we’ll continue to update you on this.

If you’d like to know more about the Together with Tenants initiative, please look at the consultation project page here – https://thehublonghurstgroup.uk.engagementhq.com/together-with-tenants-have-your-say-2

If you’re interested in learning more about the Scrutiny Team’s work, you can find their full Together with Tenants assessment on their project page - https://thehublonghurstgroup.uk.engagementhq.com/hub-page/scrutiny

Page published: 29 Sep 2022, 09:20 AM