September 2013 - Bron Afon

timelines are met.
We have one point of contact in the Property service who arranges appointments with
customers which ensures that we meet the requirements of the complaints policy and
helps to assure our customers that we value their opinions and react positively to their
comments. Having a single point of contact ensures that complaints are being dealt with if
the investigating officer is not available; demonstrating a significant improvement in
internal communication and customer care.
The complaints remain quite complex and time consuming, however, we have got better
at providing timely updates to the customers and achieving close down. We will continue
to improve our communication with customers and improve relationships across the
property service to close down complaints quicker. We are able to demonstrate that this
approach is working through the reduction in complaints progressing to stage 2.
We have recently introduced a feedback form at the end of a complaint to ensure that the
customer is completely satisfied. This in some instances has returned 10 out of 10
satisfaction, with customers providing valuable feedback and compliments for staff
dealing with their complaint. This process has also alerted us to other issues that may
well have escalated.
Recent feedback from work undertaken by direct labour on the EWI project has shown an
increased satisfaction with delivery compared to the service given by contractors.
Satisfaction of tenants during 4 weekly visits (Slides 28/29/30)
What have we achieved in Q1
We completed 91 new tenancy visits in Q1. 83% of tenants surveyed felt that the
accommodation they moved into was of an excellent or good standard and 85% felt that
the services they had received from Bron Afon were excellent or good. These results are
consistent with Q4.
Our approach to new tenant visits recognises the importance of early tenancy intervention
as the foundation of behavioural change. This said we do sometimes find it difficult to
gain access and on some occasions we have to make second or third visits which delays
intervention and engagement.
What is the current position
The findings from our new tenancy surveys continue to be favourable and are consistent
with those for 2012/13. The small proportion of ‘poor’ ratings we receive tend to relate to
repairs that have not been completed at the time of the new tenant visit and our
Community Housing Officers routinely follow these up
What action is planned & what difference will this make
We are due to complete a review of the pre tenancy process in September where we will
be re-emphasising the importance of new tenancy visits and developing a relationship
with the new tenant in the early stages of tenancy. We will also be making the new
tenancy visit appointment with the new tenant at point of sign up to ensure that the date is
mutually suitable. Managers will track the process on a weekly basis. We expect this to
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