Hyde Life October 2012.indd - Hyde Housing Association

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All in a day’s work Involved resident Joyce Dawkins was one of Hyde’s first residents to meet staff working in Customer Services. Whilst on a visit to our Chichester office, which is home to one of the two offices where our Customer Services staff are based, Joyce met some of the team and she had three questions for them... Why does Hyde have its Customer Services based at two offices (Chichester and Lewisham)? Hyde made the decision for its Customer Services to be based at two separate offices, so that in the unlikely event that there’s a problem at one of the two offices, the other one can still continue to give residents the help that they need. (This was particularly useful at the time of the riots in London in August 2011). When I ring up to report a repair, why am I asked so many questions? ? ? The questions that residents are asked when they call to report a repair are so that Hyde has all the information that the contractor will need to fix the problem. The Customer Services Officer is, in most cases, then able to contact the contractor whilst the resident is on the ‘phone, so that an appointment can be made right away. How come the Customer Services Officers are able to answer most of my questions without having to pass me onto someone else? ? Customer Services staff receive training so that they’re able to deal with residents’ calls, no matter what the situation. Their training means that many residents can receive the help that they need straightaway from the Customer Services Officer. However, where there is a need to involve another person who works for Hyde, the Customer Services Officer makes sure that the issue is passed on to the right member of staff straightaway. Involved resident Joyce Dawkins Sometimes, the help needed by a resident is from another agency or service. In these cases, the Customer Services Officer will provide the resident with the necessary information. The change in the way that Hyde provides its Customer Services was made in July 2011 and the present system has greatly improved the service. Some more residents recently took up an opportunity to visit Customer Services at Lewisham on 7 September and Chichester on 14 September and here’s what they had to say... “I found it very reassuring to hear that although the call centres are spread over two locations they operate as one team with a healthy competition between the two which has a positive effect on performance which means a better service for us as residents.” “ I thought the session was good – it was well worth coming along.” “Fantastic improvement, excellent teamwork with everyone working together” “The Hyde Customer Service Centre is excellent as you don’t have to keep pressing various buttons to get through to speak to someone, it’s really good compared to other systems and this should be recognised.” “As a Resident Inspector it is nice to see how everything has evolved and to see that the recording has improved. I look forward to having access to hard evidence to support favourable KPIs*” “I didn’t realise how much extra stuff you do as well as answering the calls.” *Key Performance Indicators If you would like to visit Customer Services, contact Resident Engagement either by calling emailing them at residentengagement@hyde-housing.co.uk 0203 207 2767 or 8 If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk For text relay from a text phone add 18001 before the number you want to call or to use Text phone dial 0208 297 7501
Reports Message from Steve White Chief Executive of The Hyde Group Since our last Report so much has changed, both in the way we’re structured as a business, and how we serve our residents. Naturally, to be able to make this transformation, we’ve had to go through some challenging times, but the results we’re beginning to see, especially in improving performance figures, justify the changes. Looking back over the year, we’ve seen many milestones along the way. We launched our Resident Engagement Strategy, Residents’ Matters, placing our residents firmly at the heart of what we do. We published ground breaking resident involvement research and focussed on resident led scrutiny and involvement through the creation of six RACs. We brought together customer services departments and we prepared the way for improvements to services at local offices. Hyde is committed to providing an excellent service and aims to make a lasting difference to our residents every day. We are grateful to our residents for their partnership with us. This the second year that a full Residents’ Annual Report has been produced. Our involved residents once again played an active part in helping to create it. Residents’ Annual Report at a glance Lee Robinson, Chair of Hydewide Residents’ Voice: I’m extremely proud Copies of the Report were given to members of our Resident Assurance Committees (RACs) and were available at The Hyde Group Annual Meeting which some residents were invited to attend. For those of you who may not have had a chance to see the Report as yet, here’s a summary of what was in it. Go to the Hyde website to view the full Report. Hyde’s Finances of the look and feel of this report, but more than that, I’m pleased with the informative content which is so useful to residents. This is exactly the kind of information we need to continue making an impact on the services we receive. Hyde’s finances are healthy because we manage our income and costs effectively. Our Financial statements and Annual Review for 2011/12 are available on the Hyde website. Where every pound comes from and how it is spent Where does the money come from? How did we spend the money we received? Rents 70p Interest charge on loans 27p Service charges 6p Housing maintenance 12p Leasehold and management 6p Central services 11p fee Outright sales and market 6p Housing management 10p rent Shared ownership sales 5p Estate services 7p Supporting people income 2p Housing depreciation and other charges 7p Hyde Plus income 1p Outright sale and market rental costs 4p Local authority grants 1p Shared ownership costs 4p Other 3p Office rents 4p Supporting People costs 2p Contract management 2p Stock renewal 1p Hyde Plus costs 1p Other costs 8p If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk 9 For text relay from a text phone add 18001 before the number you want to call or to use Text phone dial 0208 297 7501
Page 1 and 2: Hyde Life The Hyde Group Resident M
Page 3 and 4: Residents Round up Carol’s catch
Page 5 and 6: Cover story family and influence Hy
Page 7: out... If you go down to the woods
Page 11 and 12: Reports Repairs, maintenance and pr
Page 13 and 14: Coming soon... Changing Rooms In Ap
Page 15 and 16: een able to give informed opinions,
Page 17 and 18: East Region Out and about Resident
Page 19 and 20: April 2012 to June 2012 This perfor

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