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: “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: “We want to be able to understand the information that LJHA provides”.
We Did: We are now producing 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: “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.
You Said: “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: “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
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 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.