Open Door Summer 2012 - Dane Group
Open Door Summer 2012 - Dane Group
Open Door Summer 2012 - Dane Group
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Cheshire West and Chester Council<br />
Housing Management<br />
How we are doing...<br />
Our latest performance results are published in our Annual Report 2011-12, which is being<br />
delivered with this edition of <strong>Open</strong> <strong>Door</strong>. If you receive a service from us, we want to know<br />
about your experience – good or bad. Customer feedback is extremely valuable in helping<br />
us develop our services. Below is some feedback we have had when things have gone well.<br />
A resident who had recently signed up<br />
for a property<br />
“Overall we have been very<br />
impressed with the service and<br />
received excellent support.”<br />
A resident regarding<br />
neighbourhood/estate services<br />
“I am very impressed with the<br />
work that the caretakers do at<br />
the block of flats in Sutton way.”<br />
A resident who has had day to day<br />
repairs carried out in their property<br />
“I am very satisfied with the value of<br />
work carried out to the above<br />
property and in general the attitude<br />
of the workmen.”<br />
A resident who had recently had central<br />
heating installed<br />
“I found the guys were very honest and<br />
friendly, they kept the place nice and<br />
clean, any questions I asked about the<br />
work they answered no questions asked.”<br />
A resident regarding neighbourhood /<br />
estate services<br />
“I am very satisfied with the way and<br />
speed at which my complaint was dealt<br />
with. Thank you for your help with this<br />
matter, a much improved service”<br />
And when things haven’t gone so well …<br />
A resident who has recently had a new<br />
kitchen installed<br />
“I am extremely happy with my new<br />
kitchen all the workmen were excellent<br />
and we had no problems what so ever.<br />
Thank you guys you were great.”<br />
We received a complaint about the amount of<br />
time taken to replace an external communal light<br />
The delay was because a replacement bulb<br />
wasn’t ordered by the person responsible due<br />
to sickness absence the next day. We have<br />
now put in place a process to make sure any<br />
outstanding actions are picked up if an<br />
operative is absent the next working day.<br />
Resident Inspectors making a difference<br />
Every month Resident Inspectors randomly inspect a few<br />
empty properties after all works have been completed to<br />
check they meet the lettable standard. They recently<br />
failed a property which didn’t meet this standard. The<br />
works identified by the inspectors were then completed<br />
before it was offered to the new tenant. We have looked<br />
into why the property was passed by ourselves as<br />
meeting the lettable standard and as a result the officer<br />
who undertook the inspection was provided with more<br />
training to ensure this didn’t happen again. This is a great<br />
example of how the resident inspectors are making a real<br />
difference to the<br />
services provided by us<br />
to you.<br />
If you would like more<br />
information on becoming<br />
one of our inspectors, or<br />
want to tell us what you<br />
think, please get in touch.<br />
Contact details are on the<br />
back page.<br />
One of our Resident Inspectors<br />
Offices open 8.30 am to 5.00 pm Monday to Thursday and 8.30 am to 4.30 pm on Friday.<br />
page 11
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