In December 2018, the panel concluded their seventh service review of the planned repairs & maintenance service.
The review culminated in ten recommendations for service improvement, including:
- A review of the language and branding currently used in written communications and on the website, specifically the words ‘cyclical’ and ‘planned’ as these can be confusing for residents
- Ensuring that all complaints feedback is passed back to the relevant contractor, regardless of whether the complaint is upheld or not
- The simplification of some written communications, including the letter to advise about a forthcoming stock condition survey and the letter to advise about imminent external improvement works to make them clearer for residents
In February 2019, the panel presented their recommendations to Board and all resulting actions will be implemented over the next few months.
The panel are currently reviewing leasehold services and expect to present their recommendations to Board in late 2019.