6
7
Listening, acting and communicating
872 hours of insight from residents
C ommunication is one of the common themes residents tell us is key to improving the experience they receive. While we’ve had some positive feedback from the satisfaction surveys residents take part in, the negative feedback shows we can improve and encourage better communication from colleagues. Whether that’s in relation to a complaint or our services in general, it’s clear residents really vaue being kept informed about what’s happening and when. In response, we’ve already provided colleagues and residents with our updated complaints timescales, which set out clearly when communications should be issued. And our complaints training materials have been updated too, with additional information available to help local managers respond to complaints. This year, working with our Customer Relations team, we will continue to highlight the importance of good communication with colleagues, encouraging face-to-face conversations and phone calls. We’ll showcase how these things can all make a big difference to the customer experience colleagues provide.
T hat’s approximately how many hours members of our formal resident groups spend providing valuable feedback and a resident voice, to help inform and shape what we do and how we do it. In the last six months, we held a number of focus groups with engaged residents from our formal groups. They discussed topics such as sustainability (page 12) and the reprocurement of our new repairs and planned works contractors (mentioned on page 3). Our Communications Group is also helping ensure Anchor’s communications are as clear and easy to understand as possible.
Group Chair Carl Proctor said:“We’re helping the review of our Resident Annual Reports for homeowners and tenants. We will be sharing our suggestions on how to make those reports more interesting and easier for residents to digest.” We also invite residents to join our Resident Voice Panel to provide in- depth feedback on a range of topics,
via post or email. To find out more about any of our groups or how
Be
to join them, please email BeInvolved@Anchor.org.uk or call 07786 703 779*
Our formal groups:
64 residents are members of our groups
Who’s there? Acuity Research are the independent company conducting satisfaction surveys on our behalf throughout the year, mostly by phone but also by email or letter. They will explain why they’re calling and only ask your opinion of our services - they won’t ask any financial questions. If you have call display on your phone, genuine calls will show a Brighton area code (01273 093939), emails will be from Acuity@arap.co.uk and letters will include a return envelope to Freepost Plus RTKY-SUZU-LZUE.
Residents’ Council
Residents’ Rainbow Group Communications Homeownership Property, Building Safety and Sustainability Independent Residents’ Complaint Panel Scrutiny Panel
Each year, there are on average:
equates to 81
formal group meetings , which
resident hours and 872
senior Anchor colleague hours 142
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