We did! - Broadland Housing Association

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doortodoorYou Said: Can wecommunicate where and howyou can pay your rent better.Many people who attended theconference didn’t know thatyou could pay your rent onlineor over the telephone.We Did: As a result of the feedback fromthe conference our staff now advisecustomers who telephone us about thedifferent ways to pay. We are alsolooking at how we can includeinformation about how to pay your rentin our letters, and have already includeddetails about rent payment in yourquarterly printed rent statements.You Said: You also requestedthat we improvecommunication regarding rentincreases.We Did: We sent a leaflet out with the rent increase letters for 2009/10 and wealso put an article in the spring edition of Door to Door, however we dounderstand that we do need to do more to explain how rents are set before wesend out the rent increase letters. There will be an article in the winter edition ofDoor to Door explaining how rents are set and comparing our rents with otherlocal landlords.You Said: We need to improvefeedback available from theTenant Forum Meetings andResident Associations.We Did: In future we will publish the minutes from all forums held on our website(www.broadlandhousing.org). If you would like to be involved in the Tenants Forumsor you would like to be sent a copy of the minutes of a forum meeting please contactAdam Clark our Resident Participation Assistant on 01603 750295.The work of the various Resident Associations is promoted in Door to Door, tosee an example of this go to page 5 of this edition to read about the work of theMundsley Residents Association. If you would like to find out more about settingup your own Residents Association please contact Sarah Cook our ResidentParticipation Manager on 01603 750236.You Said: We should providecrèche facilities whilst meetingsare being held.You Said: Sheltered Schemetenants want to see office staffat regular scheme meetings.We Did: To help you to attend events andmeetings we do already pay costs to help withtransport, carer and child care costs. We dowant to continue to try and enable everyone,who would like to, to get involved. If you haveany issues that are making it difficult for you tocome along to meetings or events do pleasecontact our Resident Participation Team to findout more about the help we can offer.We Did: In the future Team Leaders willattend the quarterly meetings held at allsheltered schemes (this began on 15thJuly at The Cedars).You Said: You were not awareof our Tenancy SupportService.We Did: We will be sending out information in each editionof our Door to Door magazine with details of who your localTeam are and what they do. In this edition we haveintroduced the West Team including their Tenancy SupportWorker, Katie Docherty and the work that she does. Wealso promoted the service on our recent ‘Out and About’campaigns. You can also find out more about our TenancySupport Service in the customer section of our website.Page 18 • www.broadlandhousing.org
Broadland Housing Association Tenant’s Magazine • Autumn 2009You Said; The TenancySupport Service should notonly be more involved withhelping both the victims ofproblems such as Anti-SocialBehaviour (ASB) but also workwith the perpetrators to helpchange their behaviour andprevent future problems.We Did:We will carry out a full review of the TenancySupport Service in order to identifyareas that can be improved.You Said: Tenancy SupportWorkers should providesupport to help customersreduce debt and workproactively with agencies topromote credit unions.We Did: Staff on the ‘Out and About’campaign visiting our customers areactively promoting the Credit Union, and are leaving information on howto apply to the credit union with any customers who are interested in finding outmore. We also advertise the Norfolk Credit Union in every edition of Door toDoor and leaflets on managing debt and avoiding loan sharks are displayed at allour offices.Feedback about Meridian EastYou Said: You would like aleaflet, separate to the Door toDoor magazine, on theservices Meridian East (ME)provide.We Did: We are currently producing a leaflet explainingthe training services Meridian East (ME) offer which willbe available to all our tenants and we are working onthe ME website to ensure that details of all the coursesME run are available.You Said: We are veryinterested in IT training,especially for older people.We Did: We are currently looking into how we can provide this type of trainingfor our tenants and are talking to organisations such as the Learning and SkillsCouncil and UK.Online which may be able to help us fund it.You Said: There is a lack ofservices in Suffolk with regardto support into employment.We Did: At the moment ME are investigating increasing service provision inSuffolk. Broadland Housing and ME staff can give out information on othersimilar organisations that maybe able to help.You Said: Some people do notassociate the name MeridianEast with employment, asthere is nothing in the name tosuggest this.We Did: We are holding focusgroups with Broadland Tenants,ME customers and staff toinvestigate this further and willtake feedback into accountwhen we are reviewing themarketing of ME.You Said: You would likeMeridian East to come and visitindividuals in order to offer aservice and hear moreinformation, rather than havingto visit a branch.We Did: Meridian East staff havebeen taking part in our ‘Out andAbout’ campaign, visitingBroadland Housing tenants intheir homes and leavinginformation with any customerswho are interested.If you would like to find out moreabout the services that ME offer call01603 667525 or emailenquiries@meridian-east.org.Contact us on 0303 303 0003 • Page 19
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We did! - Broadland Housing Association

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