Annual report to residents 2020-21
Welcome to this year’s annual report to residents.
“The year from April 2020 to March 2021 was challenging and unusual in a way no one would have predicted. We know many customers’ lives were affected by the COVID-19 pandemic, from losing employment to the schools being shut, to shielding and the impact on health and wellbeing. During this time we provided an essential repairs service to keep homes safe and we also carried out wellbeing phone calls to customers, to sign-post to help and support, including food banks and local help services.
We’re also pleased to have delivered some service improvements, which are set out in this report. We have listened to what you have told us you value from our services, as well as what causes you frustration and where we need to improve. Please continue to give us your feedback, it helps us to understand what is important to you and continuously improve our services. You can do this through completing our surveys when you are asked, or by getting involved in other activities. Further information can be found here.”
We know that there are further challenges ahead for customers as the impact of the pandemic continues to be felt, with the removal of the government furlough scheme and end of the Universal Credit top-up, along with rising costs of living. If you are struggling, or worried about paying your rent, please get in touch as soon as possible so we can help.Hannah Manyewu, Executive Director - Customer
We have continued to support customers during the COVID-19 crisis, making over 5,000 calls to those who were more vulnerable.
We know that the situation has been tough and that it isn’t over yet. We are here to help – if you are having any trouble paying your rent, especially now that the furlough scheme is closed, you can contact us on 0300 303 1010.
We’re working hard to clear the backlog of repairs that has resulted from the COVID-19 lockdowns. Find out more about the work we are doing.
Our new complaints process means that it is easier for you to get in touch when we don’t get things quite right. You can find out more about this here.
New Homeownership team
In response to ongoing feedback from customers in our rolling satisfaction surveys, we created a new, dedicated Homeownership team. The team are our experts on homeownership matters and work with other colleagues within the business who provide services to our homeowners.
We’re already seeing some improvement in the satisfaction of our homeowners- 66% told us they find Paradigm easy to deal with.
You said, we did
We are always listening to your feedback, whether through consultations and focus groups or what we learn from complaints.
We want to use your feedback to continue to improve our services – some examples of where we have done this are:
- We noticed a trend in complaints around how we manage cases of anti-social behaviour, which led us to carry out detailed surveys with customers who had raised a complaint within the past two years. As a result of this feedback, one of the actions we have taken is to introduce a small team of specialist ASB Case Managers to deal with reports of ASB from start to finish. Our new Case Managers will use their skills, links to partner agencies and knowledge to resolve cases more quickly and effectively. We have now introduced an on-going ASB customer survey so we can measure whether these improvements are making a difference.
- You told us you sometimes have to chase repairs in communal areas or that jobs are frequently rescheduled. We’ve made some changes to the way our teams work, so that members of our Estates teams now complete these jobs where they can rather than waiting for a technician to do them. Our Estates teams are regularly out and about on-site carrying out inspections, so can often carry out smaller repairs at the same time.
- Following your feedback, we have reviewed our management move process. We adapted the guidance to include criteria around affordability and adaptations and have also created a new management move application form which asks questions about the rent regime and disabilities.
Our Resident Services Panel have had a successful year, despite the challenges presented by COVID-19. Carrying out meetings virtually, they have focused on areas including the booking of repairs and how we take into consideration customers’ individual needs. Find out more in their annual report.
The Readership reviewed the template letters as part of our new complaints process, as well as the updated leaflet and website wording. They considered end of tenancy correspondence and the welcome pack for new tenants. They also reviewed the Covid-19 risk assessment for the website and suggested that this be a video for customers rather than a written document.