ࡱ> {}z#` 2bjbjmm 8f*%rrrrrrr+++8+T,tUj,,",,,---vUxUxUxUxUxUxU=WhYxUr/--//xUrr,,U333/pr,r,vU3/vU336,PrrR,, 08JH+0 QUdU0U(Q)Z0D)Z8R)ZrR4-%.h3.T.---xUxU63d---U////&++rrrrrr  York Housing Association Minutes of a meeting of the Customer Panel of the Association held on Thursday 25 June, 2009 at The Merchant Taylors Hall 2.00 pm 4.15 pm Present: Tenants: 7 tenants Apologies: 5 tenants made their apologies Guests: Peter Marsh Chief Executive of the Tenants Service Authority, (Part present 2.00 2.40 pm); Ashley McGovern and Neil Parry Website Development Contractors (3.30 - 4.00 pm). Staff: Customer Services Team Leader (CSTL) Operations Director (OD) Operations Manager (OM) Housing Management Team Leader (HMTL) ACTION BY Introduction The OD introduced the panel to Peter Marsh, Chief Executive of the Tenant Service Authority, who was the guest speaker at the AGM, and explained attendance to the panel was lower than normal, due to commitments some panel members could not avoid. She also acknowledged the contribution of Paul Clark, who sadly passed away since the last time the panel met. Paul was a Board Member and contributed and supported the work of the Association, in a variety of ways. It was Pauls idea to introduce a Let Off Steam session, which is usually held at the beginning of the Customer Panel. The OD explained todays panel would cover two sessions focussing on Customer Service, and the development of a new website, and that due to Peters presence we would leave the Let off Steam session later in the session. This year we will be writing a Customer Service and Access Strategy because at the moment we have various documents covering different aspects of the services we provide, and this will pull them together. The OD commented, she was pleased to hear Peter say in his AGM speech that the TSA recognised the need for local responses to tenant issues and was keen for Associations to put their tenants priorities at the forefront of their thinking rather than continually wondering what the regulator would want. She highlighted the recent Door Knocking exercise, explaining that every tenant will have something to say about services even if they dont do this through formal structures. This was an excellent opportunity for a number of YHA staff to hear first hand what tenants thought and was far more valuable than just analysing questionnaires. MESSAGES / FEEDBACK RECEIVED FROM CUSTOMERS from the DOOR KNOCKING SURVEY The HSTL overviewed the outcome/findings of the Door Knocking exercise. 18 staff members visited the homes of all YHA tenants. 400 forms were delivered at 34 sites, at York, Leeds and Scarborough. Response forms were received from 186 tenants (46.5%). 113 tenants were spoken to at their homes, and 73 additional tenants returned completed survey forms. The survey asked tenants to tell the Association what they liked about our service delivery, and suggest how we could improve the experience they receive. The survey included questions which asked tenants to think about good customer service they have received elsewhere - which might be adopted by YHA. Customers generally said repair quality was very good. However some tenants suggested more pro active identification of repairs could improve service delivery rather than tenants being asked to identify and report them. In response we have arranged for more regular site inspections, to keen an eye on the external condition of properties and take photographs for technical staff to assess. Communal areas are being regularly powerwashed, and basic jobs such as re-pointing are being completed. Panel members suggested that these routine inspections (known as kerb appeal inspections) should be advertised in advance. At present staff members visit and randomly knock on doors to canvass opinion. In future these inspections will be advertised, and tenants will be encouraged to be part of the walkabout survey. A significant number of tenants requested more help to recycle waste. In response we intend to consult further with tenants to explore ways in which we can improve recycling facilities depending on the lay out of sites. This will also include making bin store areas more attractive. Although tenants said our properties are well maintained, they felt in some areas (bathrooms, kitchens, heating) they needed more regular upgrading or renewal. These comments are being discussed with our staff who plan major repairs and improvements so that they can plan and prioritise work in line with customer expectations. Decent Homes is seen as a minimum standard to achieve and where possible we would like to make efficiency savings that could be ploughed back into service delivery. Some tenants said they would like to see YHA staff on site more often. Housing Officers are being encouraged to spend more time on site, knocking on tenants doors to seek their comments and opinions. Customer Service Assistants are also attending housing management surgeries so that they have the opportunity to meet customers who do not personally visit the Associations head office. Some tenants reported it was not easy to get hold of the staff member they wanted to contact, and their queries can get passed about. In response we are assessing the use of lap tops and other technology to allow staff out on site to deal quickly with phone calls and queries, reducing the need to wait until they next return to the office. It is hoped that this will speed up responses and we will closely monitor this. SERVICE DELIVERY The CSTL introduced a checklist of services which YHA provides, and asked Panel members to consider how well they thought we performed, and if they could point to service elsewhere which we can learn from. GROUP EXERCISE Thinking about the services you receive from us, and the best service you have received from other organisations, how do you want to see York housing Association improve the service to you? Repairs and maintenance Rent Collection Condition of properties (internal) Condition of properties (external) More consultation/ participation with your Landlord Neighbourhood Dealing with ant-social behaviour Other services , such as gardening, cleaning. General Customer Care (opening hours, response to phone calls etc). Any other services you can think of which are not listed above. In 2 GROUPS please spend time thinking about the following : Of these services, which are the most important to you? Of these services are there any that you are completely satisfied with? Which need some improvement and can you suggest improvements? Are there any services that you receive that are not listed above that you would like to comment on? Group Responses Both groups said that repairs and maintenance is the most important issue to them. In general the service was recognised as being very good, and the emergency service was reported as especially effective / excellent. Group 1 stated that they were completely satisfied with rent payment method arrangements. Number of improvements were identified : Repair and Maintenance (2)Panel members stated there had been occasions when contractors opinion of a repair differed from tenants. Customer Care (1) Panel members said they would like CSAs to identify, by name, the member of staff they are referring their call to. Thereafter that staff member should take responsibility for dealing with the customers issue. (2) Some Panel members said they would like to see more Association staff. Services Panel members said they would like a full breakdown of their service charge elements, and a schedule explaining when e.g. gardeners are expected on site. Anti Social Behaviour (1) Panel member reported ongoing youth anti social behaviour and requested more co-ordinated responses with the police and others. Support Services Panel members receiving support services were concerned by the turnover of staff for some services. They also expressed concern about the level of cover supplied, when new staff are being recruited. Let off Steam Panel Members raised the matter of tenants responsibility for repairs. Some panel members stated that, especially for vulnerable people eg replacing light bulbs should not be their responsibility and ideally the Associations handyman should assist. Panel members were thanked for their contributions, and issues raised will be considered and responded to. Website Redevelopment The OM explained the site is being redeveloped because the current format is thought to be unclear and not flexible enough. Some customers receiving housing support have been involved in the development of the site, and Panel members were asked to consider the direction which the Website Development group had taken. The Home Page of the existing site was compared to a new format. The new format has 6 photographs depicting : About us What we do Working With us Services to tenants Services to Support Tennats Contact us The discussion concluded this approach is quite simple and leads web enquirers more easily to the information they require. Ashley (Website Designer) suggested that all Panel members and any other customers who have an interest in the development of this site, could be provided with a Link to a webpage used for building the site. Customers could be encouraged to post their comments, criticisms and suggestions onto a message board. The Panel agreed this was a really good way to involve as many people as possible. Increasing Customer Panel membership - Board Membership Opportunity The OM explained the Associations plan to advertise for new Customer panel members over the coming months. A number of Panel members have recently moved away or cannot participate for other reasons. There is a place available for a Tenant Board member, but we want to increase the numbers of Panel members first of all. The Panel agreed to think about ways they can assist in attracting new members and also recommend participation when they can. Once the task of increasing Panel membership has been achieved we will consider the appointment of a vacant Board member place for a tenant. For the time being if you are interested in becoming a Board member we would like you to think about the contribution you could make : Skills and knowledge you could bring to that role Your experience, The role is about representing views from a tenants viewpoint rather than being a representative for tenants i.e like an elected member. Christine Burgess echoed these points and said she had found it difficult to separate her view as a tenant, from her role as a Board member thinking about the views of all aspects of the association. She recommended anyone to become a member because it is very interesting, but also added that there is a lot of information to understand. The Next Customer Panel will be held on 22nd October, 2009 at Alpha Court       PAGE  PAGE 6 "7EFHax{~ W X x y ¼ϵȮȤȮȐ|uooioioio h>^J hi^J h\v5^Jhihi5^Jh\jlh\jl5^J h\jl^J h(m\5^J h75^Jh(m\h75^J hi5^J h\jl5^J he^J h .^J h .5^J h(m\^Jh:oh(m\5^Jh(m\h0A5;^Jh(m\h(m\5;^Jh+5;^J)a   E Y gd\jlgd . 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