LJHA are committed to listening to the voice of residents. Every individual resident should listened to by LJHA on issues that matter to them. As part of our accountability to our residents, and ‘can do’ attitude, we want to demonstrate how we are acting on the ideas, suggestions and areas of improvements which our residents have told us about.
On this page, you can see a running ‘You Said…….We Did’ log.
You Said: “As residents living in the newer properties on Queenshill Avenue and Queenshill Drive, we want to be able to give you our experiences of living in these homes, and also tell you how Queenshill Development Phase 2 may affect us”.
We Did: We will be setting up a Hot Topic Group of relevant residents, who will help to advise us as the project moves forward.
You Said: “Sheila Saunders Lawn looks a bit shabby compared to the other sheltered buildings on the Queenshill site”
We Did: We are currently in the middle of a programme of works to refurbish and decorate the building. This will include re-roofing the conservatory, repainting individual flat and communal doors and repainting across the whole building. This will be completed in June.
You Said: “We want to know who works for LJHA and who is on the Board”.
We Did: We have now updated our website with clearer information on who works for LJHA, and what their role is. We have also updated information on members of the LJHA Board, Operations Sub-Board and Finance Audit and Risk Sub-Board. In due course, this will be made into a booklet which will be available in hard copy.
You Said: We don’t like the title of our magazine, Tenant Talk. Some of us aren’t tenants and the @Home magazine matched LJHA’s colours. The last magazine was a bit too long.
We Did: For our next magazine, we will be going back to @Home, using the same design and magazine length.
You Said: “We want the voice of tenants and residents to be heard and to work together with LJHA to make things better”.
We Did: We are going to be signing up for the National Housing Federation’s Together with Tenants Charter, and working with the Resident Consultative Group to look at what we need to do across the 6 areas.
You Said: “Customer service needs to be improved”.
We Did: We have rolled out Customer services training for relevant staff.
You Said: “The process for managing repairs to our homes needs to improve”.
We Did: A full review of our repairs service is underway and we have set up a Hot Topic Group of residents. We are also planning to carry out a tendering exercise for our repairs service. This will allow residents to have an input on setting performance indicators, agreed timescales, agreed priorities, and the selection of a contractor.
You Said: “It’s frustrating when someone comes to look at a repair and they say they don’t have the item/s required to complete the repair”.
We Did: We now have contractor stores located in house to help increase right first time. We now have full team meetings to make “quick fixes” to improve service for repairs
You Said: “We only want to receive information on things that matter to us”.
We Did: We have carried out a communications survey to ensure that you will receive information on subjects that you feel are relevant to you.
You Said: “The process for managing how you deal with Anti-Social Behaviour needs to improve”.
We Did: We have now amended and refreshed and policy and procedure. We have also produced a new ASB Reporting Form
You Said: “We want to feel safer in our homes at Stone Court. There is a lot of anti-social behaviour taking place, and there have been neighbour disputes. We want to be able to report things with confidence”.
We Did: With the assistance of the local Community Committee and CST, CCTV cameras have now been installed at Stone Court.
You Said: “We want to be able to understand the information that LJHA provides”.
We Did: We started to produce information in Easy Read and are committed to making information accessible.
You Said: “We want to be able to understand how to make a complaint to LJHA”.
We Did: We have now published our new Complaints Policy following consultation with residents. This includes a Frequently Asked Questions document.
You Said: “We want to be able to discuss the Tenant Satisfaction Survey concerns in more detail”
We Did: We organised 3 focus groups as result of resident survey to discuss the findings in more detail.
You Said: “During Covid, we need to know that when we contact you, we will receive a reply as soon as possible”.
We Did: We have rolled out our Communications Charter to indicate when you should expect a reply from us.
You Said: “The quality of the gardening is poor”.
We Did: We are conducting a retendering of the gardening contract, and have set up a Hot Topic Group of residents to help us select a provider.