The Inspection Zone update - autumn 09  

Update - autumn 2009

Over the summer we asked Housing Quality Network (HQN) to come back and look at our action plan to improve our services. We wanted them to check how well we’re doing and where we need to improve.

They read through loads of paperwork and interviewed some of the team to find out:

• If we’ve done what we said we’d do

• If we can show proof of what we’ve done

• If we’re keeping people up-to-date on what we’re up to

HQN said that overall our action plan is working well and they can see we’re all committed to improving services.

But, we do need to keep our eye on the ball and make sure we record what we’ve done.

HQN will be looking at our plan again at the end of September and doing another inspection in January 2010. 

Since our last update:

• Our repairs contractor Aster Property Management has hired its first customer champion. They’ll monitor feedback from customer satisfaction surveys and complaints so we can improve services.

• We’re asking customers to tell us what they think of the contractors we use for gas safety checks to make sure they’re doing a good job

• We’re visiting customers who’ve been unhappy with a repair to find out what went wrong

• We’ve improved our repairs service in Devon and Cornwall. We’ve hired a new contractor and all residents now book repair jobs through our call centre in Devizes.