Page 10 - Ability Housing Association Annual Report 2016
P. 10

Our customer engagement and empowerment promises                                                                                                               Facts &

               are about treating you with respect, making services
               easy to access, involving customers in our work and                                                                                                            Figures

               providing a quick and fair complaints system.



                                               The Q-Team – collecting your feedback                                                  New ways to get                          During 2016-17
                                               Aroona, James and the rest of our  n In June 2016, they joined staff for                                                        n During the current year, the Customer Panel is
                                               award-winning customer-led Q-Team  training in how to talk to people                   In last year’s report we promised to        prioritising the repairs service. Morgan Sindall now
                                               had a very successful year collecting  who have autism or Aspergers.                   find creative new ways for you to get       come to every Customer Panel meeting.
                                               your feedback and making
                                                                              n In the summer, they visited                           involved.
                                               recommendations.                                                                                                                n We are developing a better system for following up
                                                                                Fiddlers Green, our registered care
                                                                                                                                      We introduced Property MOTs and
                                               n In January 2016, they met 3    home in Surbiton.                                                                                 on repairs complaints.
                                                                                                                                      got customers to help us check the
                                                 customers at Cavell House and
                                                                              n They also went to Hamlet Lodge,                       condition of their homes.
                                                 16 of the customers we support                                                                                                n We will carry out more property MOTs.
                                                                                our new mental health move-on
                                                 in Farnham.                                                                          In the past year, customers have
                                                                                service in Hillingdon.
                                                                                                                                      taken part in recruitment panels –       n We will carry out surveys in all our Hillingdon
               Customer Panel Chair Stuart Rees is
                                                                                                                                      including helping us to choose our          services in January. We will use different versions
               pictured talking to Jane Harrison (Chair
               of the Ability board) at the AGM.                                                                                      new Chief Executive. We’re now look-        and formats, including Easy Read.
                                                                                                                                      ing for volunteers from every service
               The Customer Panel –                                                                                                   to help us recruit local staff.          n We are improving the way the Housing Team
               improving our work                                                                                                                                                 communicates with customers, with new template
                                                                                                                                      A better complaints                         letters and training in plain English.
               During the year, Chair Stuart Rees
               and the rest of the Customer Panel:                                                                                    process                                  n Support workers are now being trained in working
               n checked our services and helped                                                                                      The Customer Panel helped us meet           with people who have autism or Aspergers.
                 us improve
                                                                                                                                      our promise to simplify the
               n scrutinised our Housing and Care                                                                                     complaints process.
                 & Support Key Performance
                                                                                                                                      We now ask staff to resolve
                                                                                                                                      complaints locally when they can
               n chose projects to benefit from the
                                                                                                                                      and always to aim for the best out-
                 improvement fund
                                                                                                                                      come possible. We trained staff from
               n helped us review our complaints                                                                                      Ability and our repairs contractors,
                 work                                                                                                                 Morgan Sindall, to make sure they
               n helped us think about                                                                                                understand our approach.
                 ‘co-production’, where customers,
                                                                                                                                      This year, frontline staff received 20
                 staff, families and neighbours
                                                                                                                                      complaints. They resolved the majority
                 work together as equals to
                                                                                                                                      within our target of 10 working days.
                 provide services, and
                                                                                                                                      4 complaints were a bit more serious.
               n decided we should try out a peer
                                               Q-Team members Aroona (in the checked shirt) and James (centre front) pictured with    They were all resolved by senior staff,
                 support scheme.               customers and staff during the Hamlet Lodge visit.                                     with 3 meeting our target of 28
                                                                                                                                      working days.
                                                                                                                                      9 out of 10 housing complaints were
                                                                                                                                      about slow repairs. 6 of these were
                                                                                                                                      about repairs started by our old
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