You said, we did - housing

You said:

In September 2023, you told us that it was hard to reach our repairs team and other staff by phone and email. Many of you were frustrated because missed calls and unanswered emails caused delays.

Here's what we did:

• Enhanced call monitoring: we introduced call reporting, giving our housing leadership and team leaders data on call volumes. This helps us respond faster and make sure we have enough people to help.
• Updated phone system: we improved our phone system, so when you call, you'll reach the right department quicker.
• Team assistants: we made sure there are always team assistants ready to answer calls, so you won't be left waiting.
• Repairs hub - bringing services in-house: we insourced our housing repairs service and created a dedicated repairs hub. This hub, staffed by Arun District Council employees, acts like a mini call centre, just for repairs calls. We've even brought in more staff to ensure your calls are answered quicker!
• Improved email management: our team leaders are now checking team inboxes to make sure emails are replied to quickly.

These measures aim to improve your experience when you need to report a repair in your home.

You said:

You had frustrations with the quality of repairs and maintenance, especially those handled by one of our subcontractors. There were growing complaints about delays, missed appointments, and poor workmanship.

We did:

We stopped assigning work to the subcontractor in question. This step has helped us reduce repeated complaints and improve the overall quality of repairs you receive.

The feedback that we were receiving contributed to our decision to bring the service in-house. We now have more control over the cost and quality of repairs, ensuring we can deliver the reliable service you deserve.

You said:

You were not happy with the length of time it took us to respond to complaints. Both our Complaints Handling Policy and the Housing Ombudsman's Complaint Handling Code have clear deadlines, and we have not always met them.  As a result, we've had to request extensions more often than we'd like.

We did:

We have been focussing on improving our response time to complaints. We've taken the following steps to improve our complaints service:

• Reinstated a complaints coordinator: we have a person in charge of handling all complaints. They make sure the right person looks into your complaint.
• Weekly reminders: all investigating officers now receive weekly reminders of their current complaint deadlines to keep responses on track.
• Monthly complaints report: to identify trends and the number of complaints received, we have introduced a monthly complaints and compliments report. Summaries of the reports are taken to the Housing and Wellbeing Committee meeting on a quarterly basis, which ensures that we are being transparent and open to scrutiny.
• Monthly performance reviews: complaint handling is now regularly checked in our leadership meetings to make sure we're improving.
• Escalations: when complaint deadlines are at risk of being missed, they are escalated to the service manager for further attention.
• Mandatory training: we've introduced mandatory complaints training for all staff. The training covers all aspects of complaint investigations and the importance of responding within Ombudsman timescales.

What this means for you:

Since making these changes, we've seen big improvements. As of September 2024, we meet response deadlines 75% of the time, up from only 30% in April 2023. We're sure this progress will keep going as we work even harder to do better.

You said:

You also like to give us positive feedback. We know complaints are a crucial learning tool, however, we believe it's just as important to listen to compliments.

We did:

Over the last year, we've been collecting and logging compliments, ensuring they are included in our monthly reports.  While we've always focused on improving through complaints, we're now equally committed to learning from the positive feedback we receive. We've taken the following steps:

• Recording compliments: compliments are now logged. This ensures that positive feedback is tracked and shared with our team in our monthly reports.
• Recognising staff: we've started celebrating staff achievements based on the compliments we receive. This not only boosts staff morale but encourages others to follow their example.
• Case studies: when we get amazing feedback about someone on our team, we share it with everyone in the council and, if it's appropriate, with the public. This helps others learn from the good service we provide.
• Training: we're training staff at all levels to encourage feedback-both positive and constructive-so that we can learn from what our residents are telling us.
• Public reporting: we share some of these compliments in committee reports, which are available on our website, allowing us to highlight the great work happening within our housing team.

What this means for you:

We understand that residents' feedback-whether it's a complaint or a compliment-helps us shape and improve our services. By focusing on compliments, we're recognising and reinforcing the great work our team does. By paying attention to both compliments and complaints, we're aiming for continuous improvement and creating a positive environment for both our staff and residents.

You said:

Delays in approving repairs were frustrating. Missed repair deadlines not only causes dissatisfaction but also impacts the condition of your home. We've heard your concerns and complaints, and we're working on fixing the problem.

We did:

We took note of the issues in the complaints we received and responded to your concerns by:

• Streamlining the approval process: we simplified our repair approval procedures to make them quicker.
• Increasing approval levels: more of our staff can now approve repairs, speeding up the processing time.
• Upgrading our technology: we have a new housing management system (Civica) to better track and approve repairs. This upgrade is helping us to eliminate delays caused by outdated technology.
• Insourcing our repairs service: by bringing our repairs service in-house, we gained more control over response times. This means that urgent repairs happen quicker.

What this means for you:

• Improved communication: a more efficient approval process allows us to respond faster and keep you informed about repair timelines.
• Enhanced property condition: faster repair approvals mean issues can be resolved sooner, preventing further deterioration, and reducing future costs.
• Rebuilding trust: we want our residents to feel confident in our ability to deliver prompt and effective services. Addressing these delays is an important step toward rebuilding that trust.

We want to make sure repairs are completed quickly and properly, without unnecessary delays.

You said:

Staff performance was causing you some concerns.

We did:

We found some key themes in your feedback:

• Answering calls: you told us you are frustrated when you can't reach our team or don't get quick responses to your questions.
• Email management: you complained that emails were not being answered.
• Feedback improvement: you told us that getting updates on your feedback and concerns is important to you, and you'd like us to communicate more proactively.
• Empathy in interactions: you wanted staff to be more understanding and empathetic.
• Staff behaviour: some residents have experienced staff behaviour that wasn't up to standard and needs to be improved.

Our improvement plan:

To improve these issues and make sure residents are satisfied, we have put the following changes in place:

• Better call response times: we're regularly checking how quickly our team answers calls and responds to residents.
• Faster email replies: team leaders are now making sure emails are answered quickly and efficiently.
• More support for housing assistants: we're helping our team gain confidence and experience with better training and guidance.
• Listening to your feedback: we're using resident surveys and other feedback to make real improvements
• Empathy training: we're running workshops to help our staff improve their listening skills and understand residents' concerns better.
• Stronger staff support: new team members are getting extra guidance to help them feel more confident in their roles.

Moving forward:

With these changes, we want to create a team that is more accountable, understanding, and professional. By focusing on training and listening to your feedback, we aim to improve your experience and rebuild trust in our services.

You said:

The Pet Policy was not being applied consistently. This caused issues between neighbours and frustration with our services. You wanted us to make things fairer and clearer.

The main issues included:

• Mixed messages: delays and conflicting information made some residents feel the policy wasn't being applied fairly.
• Policy used incorrectly: the Pet Policy was sometimes used to settle disputes between tenants instead of for its real purpose.
• Lack of consideration: decisions didn't always take into account the wellbeing of everyone affected.

We did:

We have taken the following actions to address the issues with the Pet Policy:

• Better communication: we are working on faster, clearer responses to avoid confusion.
• Separate processes: pet permissions and tenant disputes will be handled separately to keep things fair.
• Fairer guidelines: we have set clear rules for approving pets after a tenancy starts.
• Staff training: our team is being trained to apply the Pet Policy consistently and fairly.
• Policy improvements: we have updated the Pet Policy to make complaint handling and approvals clearer.
• Stronger leadership: staff will get extra training to improve decision-making and policy enforcement.

By addressing these concerns, we aim to restore trust and ensure fair, consistent application of the Pet Policy.

You said:

You shared feedback about our policies, and we realised we had missed several review dates. This led to confusion, inefficiencies, and complaints. It became clear that we needed to improve how we manage policies to give staff better guidance and ensure a more consistent service.

Key issues identified:

• Failure to keep to policy development schedules: policies that were due for review or that needed developing were not being done in the timescales set out.
• Increased workload: without up-to-date policies, both staff and management spent more time handling complaints and tenancy issues that could have been avoided with clear guidelines.
• Inconsistent application of policies: outdated or incomplete policies caused inconsistencies in how tenancy issues were handled.

We did:

• Policy reviews and development: we have prioritised updating important policies like the Mutual Exchange Policy, Repairs Policy, and Aids and Adaptations Policy, making sure they are in line with current regulations and your needs.
• Clearer guidance for staff: policies are being developed that allow staff to make informed decisions, reducing the reliance on management for everyday issues.
• Risk mitigation: policies are being updated to match current regulations and ensure compliance.
• Policy transparency: we now consult with residents before updating policies to make sure your voices are heard. Once policies are updated, we share them-along with the consultation outcomes-so everything is clear and transparent.

Next steps:

• Training for staff: we will be rolling out training programs to ensure staff understand and can effectively apply these updated policies.
• Ongoing policy review: we have created a regular policy review schedule to avoid the issues caused by outdated guidelines.
• Improved communication: we will enhance communication with tenants to ensure they understand the policies that impact their tenancies and services.

By addressing these challenges, we aim to create a more consistent, transparent, and effective housing service for our residents and staff.

You said:

You were having trouble with unclear guidance when trying to move through a mutual exchange. Issues like property condition, repair responsibilities, and overall tenant dissatisfaction made the process frustrating.

Key issues identified:

• Lack of Mutual Exchange Policy: without a structured policy, staff and tenants had no clear guidelines on the mutual exchange process.
• Undisclosed repair histories: incoming tenants were not always told about existing repair issues. This was leading to complaints, particularly concerning damp and mould.
• Unclear responsibilities: there was confusion regarding the roles of technical officers, incoming tenants, and outgoing tenants during property inspections and exchange agreements.
• Increased complaint risk: without clear procedures in place, there was a more of a risk of complaints escalating to the Housing Ombudsman.

We did:

• Development of a Mutual Exchange Policy: we have published a Mutual Exchange Policy that clearly outlines the process, roles, and responsibilities for everyone involved.
• Repairs history disclosure: under the new policy, technical officers will review and disclose any ongoing repair issues to incoming tenants, ensuring transparency during the exchange process.
• Joint inspections: we will be starting joint inspections involving the technical officer, outgoing tenant, and incoming tenant to confirm property condition before exchanges are finalised.
• Compliance with new Awaab's Law: the policy will include a specific focus on health and safety risks, particularly damp and mould. This ensures compliance with new legal requirements to address these hazards within set timeframes.
• Risk mitigation: by formalising the mutual exchange process, we are reducing the risk of complaints and ensuring that residents and staff have a clear and consistent process to follow.

Next steps:

• Training for staff: training will be provided to staff on the new policy to ensure consistent application and understanding across all teams.
• Ongoing policy review: we will regularly review the Mutual Exchange Policy to ensure it remains up to date and continues to meet the needs of both tenants and the council.

By improving these issues, we are making the mutual exchange process clearer, fairer, and more transparent. This will help protect tenants, reduce complaints, and ensure we meet new regulations.

You said:

You have shared concerns about the service you've received, and we have identified key issues, including incorrect service charge calculations, delays in communication, and inconsistent processes.

We did:

To address these issues, we are making significant improvements in how we manage leasehold services.

Staff training and knowledge improvement:

• Training for housing teams on Section 20 notices, service charge allocation, and legal compliance.
• Developing clear procedures, template letters, and guides to ensure consistency.

Better service charge accuracy:

• We have the new Civica Cx Housing Management System to improve charge allocation.
• Better working between finance, income, and repairs teams.
• Introducing quality assurance checks to review block-based charges.
• Long-term maintenance agreements:
• Ensuring Section 20 consultation for all major works

Clearer and more transparent communication:

• Reviewing and improving service charge invoices with clearer breakdowns.
• Updating the Leaseholder Handbook and updating the leaseholder website pages to provide key information and self-service options.
• Improved communication standards, including auto-responses during busy periods and a major works payment policy.

Next steps:

• We plan to start a Voice of Leaseholders working group with bi-annual meetings to gather feedback, co-design improvements, and ensure engagement in decision-making. To register your interest, email leasehold@arun.gov.uk
• Staff training starting April 2025
• Leaseholder website updates
• Improved invoicing and handbook updates

You said:

You've raised concerns about pest infestations, including delays in response, confusion over responsibilities, and a lack of clear guidance on what the council and tenants are accountable for.

We did:

• Developed a Pest Control Policy: our new policy sets out clear responsibilities for both tenants and the council, helping to ensure that infestations are dealt with quickly.
• Improved communication and transparency: we published the policy on our website, providing residents with straightforward guidance on what to expect, how to report issues, and when recharges may apply.
• Faster response times: we are improving how we handle reports to make sure we can act faster than before.
• Prevention and support measures: we are actively addressing issues that contribute to infestations in communal areas and offering additional support to vulnerable residents affected by severe infestations.

Our goal is to provide a more responsive, effective, and fair pest control service, ensuring residents feel supported and informed.