Thrive Annual Report

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Your voice The Customer Experience Panel (CEP) continued to meet online throughout the pandemic. This was challenging but enabled us to achieve various successes. We hosted a Question Time event about the cleaning and grounds maintenance service, attracting a record number of questions. Resulting feedback influenced the contract and specification to procure our new grounds maintenance contractor. Every year the CEP assesses Thrive’s compliance against the Regulator of Social Housing’s consumer standards and devises detailed action plans. This year’s plans targeted areas requiring closer consideration or where we thought alternative approaches might help Thrive do things differently to improve the customer experience, such as lettings and the Decent Homes Standard. The CEP also reviewed and updated the Customer Involvement Statement, renewing our commitment to developing a pool of involved customers and introducing an online platform to increase engagement. The Panel is keen for Thrive to engage with as many and varied customer as possible and there are lots of ways to get involved. We welcomed publication of the Social Housing White Paper, ‘The charter for social housing tenants’, in November 2020. The charter is the Government’s longawaited response to the Grenfell tragedy. In addition, the new focus on consumer regulation will help strengthen the customer voice and make our role easier to perform. Andy Sage CEP Chair, Thrive Homes Meeting the consumer standards - our key highlights With the CEP, we have created a way to capture lessons learned and improvements made following customer feedback. Find out more at: www.thrivehomes.org.uk/ yourfeedback CEP members assessed how we organise, and quality check our aids and adaptations work, and were happy with how we do this. On reviewing promotion of mutual exchange, we found 10% of Thrive customers are registered with Homeswapper, compared to the national average of 5% due to demand for homes in our areas. Together with the CEP, we have enhanced the standard that new homes are let such as upgrading components that are in need for replacement. For example, mitred worktops and shower screens instead of curtains > Learn more about our ambitions to involve residents here Annual Report for Customers 2020-2116
What you told us Listening to and learning from your feedback is how we improve. Our Service Shapers Group (made up of colleagues and customers) has been analysing feedback and reviewing complaints over the last year, to see how we can do better. Complaints 2020/21 2019/20 196 Complaints 151 Complaints 20 Cases escalated to stage two of our complaints process 14 Cases escalated to stage two of our complaints process 1 Cases referred to the Housing Ombudsman* 14.49 Average days to reply 0 Cases referred to the Housing Ombudsman 16.61 Average days to reply *This complaint, about anti-social behaviour, was not upheld as the Housing Ombudsman decided we handled the case fairly, you can read more about this here. It highlighted the fact that we have separate processes to deal with anti-social behaviour reports and complaints about our services. Complaint themes Complaints spiked when we changed our repairs contractor. They were mostly about not keeping customers up to date with what was happening and when, so we have set target times for our colleagues to reply to help improve this. We also identified a number of complaints where customers felt they were waiting too long for us to resolve issues. This was sometimes due to impacts of the coronavirus pandemic, and we are now being clearer when setting timescales. After assessing us against the Housing Ombudsman’s new Complaint Handling Code, the CEP helped us develop a more efficient and effective way of dealing with complaints. This has speeded up the process and driven service improvements. > For more information and to give your views about our complaints process: click here Annual Report for Customers 2020-2117
Page 1 and 2: Annual Report for Customers 2020-21
Page 3 and 4: Welcome to the 2020-21 Annual Repor
Page 5 and 6: Benefits of Home Plan Identifying a
Page 7 and 8: Keeping you safe in your home In 20
Page 9 and 10: We’re listening, learning and imp
Page 11 and 12: It is expected that the different p
Page 13 and 14: Building homes for the future This
Page 15: Who moved into our homes during 202
Page 19 and 20: How we are doing Over the last year
Page 21 and 22: Supporting our communities Our comm
Page 23 and 24: Greener homes We strive to reduce o

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