News-N-Views

14 News-N-Views / Spring 2013
You said
We did
If you want to contact us, please
ring 01782 635200 or email us at -
enquiries@aspirehousing.co.uk
or visit the customer service centre
at 43-45 Merrial Street,
Newcastle ST5 2AE.
Housing
Services
You said:
A customer was not happy when some
information that they handed in to us
in relation to a change in their tenancy
was not passed on quickly enough to
the relevant team for action.
We did:
We have now amended our processes
so that any documents we receive in
relation to tenancy amendments are
scanned on receipt and sent electronically
to the relevant team for action.
This ensures a speedy process.
Newcastle Housing Advice
You said:
A customer wrote to us to tell us
about the excellent service they
received from Aspire’s Newcastle
Housing Advice service. They remarked
on the professional and caring attitude
of the member of staff who supported
them through a difficult and serious
period of their life.
A big step forward
As a customer, you can now take
a big step forward in the digital age
with the launch of new facilities
on Aspire Housing’s website.
The website www.aspirehousing.co.uk
has been completely rebuilt to provide
much clearer navigation, up to date
information and user-friendly features.
A key part is the Your Account feature,
which allows customers to:
• pay your rent
• see rent statements and
view their balance
• request a repair and track its progress
• add a new repair request
• update personal details
By April 434 customers had signed up
for the feature, which is far higher than
achieved in other housing associations
that have introduced the facility.
The website also offers:
• forms to request services such as
bulky waste collection or reporting
antisocial behaviour
• a library of newsletters, leaflets,
films and publications
• full information about Aspire
Housing’s services
In addition, Aspire Housing teams are
communicating with customers via
YouTube and other social media.
Maintenance
Services
You said:
Sometimes you feel that we fail to
communicate appropriately in relation
to the repairs service that we provide.
We did:
We have recently introduced new
customer service standards and these
include providing better communication
to customers and jobs right first time.
We will be working with our colleagues
to ensure we get this right.
We did:
Aspire staff are committed to providing
excellent customer service and work
very hard to ensure that customers
are treated as individuals. We are very
proud of our staff and the services
that we provide.
You can “like” us on Facebook at
www.facebook.com/aspirehousing and
follow us on Twitter @The_ AspireGroup.
Caroline Baggaley, head of housing
services, said: “Services can be accessed
quickly and easily on the web without
the need to visit the customer service
centre or to pick up the phone.
“There’s lots of useful information on the
website that will often help customers
answer the question they have.
“The website, together with Facebook
and Twitter, is also a great way of
staying in touch with Aspire and
our communities.”