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Keeping on top of regulation To serve the residents who live with us effectively and provide safe places where they can love living in later life, we need to be meeting all of our regulatory requirements. Regulation touches on every part of our organisation, so here are a few examples of what we’re doing to meet the latest, and future, requirements.
Wayne McKay, Customer Insight Manager, is helping to make it easier for residents and their families to share their views on our services. “This summer, we’re making changes to our customer satisfaction (Csat) surveys, which include increasing the frequency of our housing resident overall Csat surveys and running dedicated surveys for extra care and new developments. We’re also surveying more residents by phone and creating online surveys. “These changes reflect the requirements for the recently updated Housing Ombudsman’s Complaint Handling Code and expected Tenant Satisfaction Measures (TSMs) launching next year. They also support our Resident Voice Strategy, which seeks to improve how much
In Care Services, the Health and Social Care Act and Department of Health and Social Care (DHSC) is making it mandatory for Adult Social Care (ASC) providers, like ourselves, to submit specific data via an online ‘Capacity Tracker’. It’s important we meet these monthly deadlines as, from November, fines will start being imposed for late submissions.
resident voices across Anchor inform and influence our approach. It will provide more effective resident involvement and more opportunities for feedback.”
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