You Spoke. We Listened. Here’s What’s Changing.

Last year, through the TSM survey, you told us that we need to do better when it comes to looking after communal areas and our contribution to your neighbourhoods. To improve your overall experience and satisfaction, we brought a group of residents together –in a focus group – to talk openly about what’s working, what isn’t, and what matters most to you.

What you told us

• Unclear roles, rights and responsibilities: You’re unsure what your rights are and who’s responsible for certain community-related issues. You told us that it would help to manage your expectations better if lines of responsibility were clear. You also told us that you weren’t aware of guidance videos on our website, and that you would’ve watched them if you’d known.
• Communications: You told us that you don’t pay much attention to the quarterly newsletters as they feel too generic, especially since it comes from a general mailbox rather than from someone you recognise.
• Ground maintenance: Your feedback showed that there’s a perception that grounds maintenance contractors aren’t working properly. You told us that contractors weren't around for long enough, or spent most of their visit sitting in their vans. You also told us that you’re generally happy with grass cutting.
• Resident engagement and community events: You told us that you rarely see officers on sites, and when we visit, you’d like us to leave a calling card if you’re not around. You told us there’d be better engagement if we gave you notice of planned site visits, arranged for some weekend visits, and gave you the opportunity to give feedback after each visit.

How we’re acting on your feedback

• Clear responsibilities - Introducing our new welcome pack:
  Working alongside our involved residents, we’ve produced a Shareowner/Leaseholder Welcome Pack, which clearly explains what your rights are and who’s responsible for what. We’ve also organised a Stairpay demonstration to show you how to buy more of your home.
• Keeping you better informed: Introducing our dedicated focus group webpage. We're excited to introduce our dedicated Homeownership focus group webpage: Homeownership focus group. Here we share with you how your feedback is making a difference to the services we provide. We’re also looking at ways to personalise communications for you based on how you like us to get in touch with you.
• Delivering the grounds maintenance service you expect: With our increased presence in the community, our officers are making sure the services that are delivered meet your expectations. Our contractors are encouraged to keep to agreed time scales for communal cleaning and general site management. To make sure this happens, we’ve recruited Estate Champions – residents just like you who are happy to update us on what needs to be done in the community. You can sign up to be an Estate Champion here, or by emailing customerscrutiny@midlandheart.org.uk.
• With you where you need us – upcoming resident engagement and community events: We're being more visible on the ground through organising more community events and letting you know when we’ve visited your area. Don’t forget to check out our dedicated Homeownership focus group webpage, where we’ll be sharing upcoming focus groups you can get involved in.

Want to have your say?

If you have questions or if you’d like to get involved, please email us on customerscrutiny@midlandheart.org.uk or visit our dedicated webpage for more information.