You said, we did!
Reacting to your bright ideas
" Your comments, complaints and compliments are important to us "
Summer 2009
Your comments, complaints and compliments are important to us! They tell us what we’re getting right – and more importantly, how we can change the things we get wrong. Here is a selection of the best.
You Said – Why not provide help with gardening to people who are struggling with their gardens?
We Responded – This idea is excellent and you are on the money! We understand how difficult it can be to manage a garden; in fact the Twin Valley Homes tenant board members have worked with us to make this a priority for our customers. We have just started piloting a gardening service for our customers for a small weekly fee, which if successful, will be rolled out to the rest of our customers. We hope to have some further information for you very soon.
You Said – I am an elderly person with health problems, a walk in shower would make my life so much better. Why can’t you help me?
We Responded – We can! We work in conjunction with our partners at the local authority. So if you are experiencing difficulty accessing your bathing facilities or the stairs you may need an assessment of your needs; you will need to contact the Customer Liaison Officer at Social Services (01254 – 587547).
Arrangements will then be made by the Social Services Customer Liaison Officer for a Care Manager to carry out a Social Care Assessment of need at your home. The Care Manager may then request an Occupational Therapist to carry out an assessment of your needs.
You Said – The lights in the communal entrance of our flats come on too early, wasting electricity. Can you help us to save energy?
We Responded – This sounds like the timer to the lights is not on the summertime settings. We will rectify this as soon as possible.
You said – Where there is a communal notice board in flats, why not advertise who the ‘key holders’ are for the notice board so residents can advertise items for sale?
We Responded – Great idea, we have now set the ‘wheels into motion’ and asked your neighbourhood officers to do this as soon as possible.
You Said – Why not offer an appointment slot for my repair, instead of me losing a full day’s pay We Responded –Well we have listened to you and we now offer 3 new repairs appointment slots for your convenience:
- Morning – 8am – 1pm
- Afternoon – 2pm – 4.45pm
- The School Run – 9.30am – 2.45pm
We can still offer you our standard all day appointment which is 8am – 4.45pm. To book an appointment please call the Repairline – 01254 269100
You said – It would be a good idea to help vulnerable people with smaller jobs in the home or with decorating for a smaller fee.
We Responded - This really is a bright idea! We have just launched a new service called Repairs Plus which we are piloting. This will allow Twin Valley Homes to respond to the smaller jobs around the home that some of our most vulnerable customers find impossible. At the moment it does not include help with decorating, however following the results of our pilot, we may look to include a value for money decorating service.
You said – Why not offer a specialist debt advisor to provide advice to customers who are struggling financially?
We Responded – Great idea! This is a free service that we already offer to customers who are undergoing financial hardship to help maximise their money.
Appointments are available every Wednesday between 10am – 1pm. Should you wish to book an appointment, please call our Rent Income Management team on 01254 269020.
