Learning from getting it wrong

To improve our approach to handling complaints, we've committed to:

• Reinforcing the importance of getting clear tenant consent before contacting support workers.
• Ensuring full consultation before implementing planned improvements to communal areas.
• Considering tenant access to communal areas when carrying out repairs 
• Escalating complaints where the tenant expressly asks us to do so.
• Recruiting a Customer Services Resolution Officer to monitor complaints handling. 
• Recruiting a dedicated Anti-Social Behaviour Officer to ensure a national standard is now applied to our ASB responses.

Repairs was the leading category making up most of all complaints, with 36 repair related service requests received in Q1 and Q2 out of a total of 52 (70%).

What we’ve done about it

• On 1 October 2024, we appointed Bell Group as our new contractor for the North.
• We’ve strengthened repairs and maintenance contractor management with the appointment of a dedicated Director of Assets and an additional Surveyor in the North.
• We’re committed to a better use of stock condition data and will bring forward future surveys as appropriate.
• Surveyors will pro-actively chase contractors where delays have been identified.
• Tenants will be kept informed of identified delays in job completion.
• We’ve changed the way that our Customer Services Team capture information about repairs affecting communal areas. They now receive guidance on which questions to ask when receiving similar reports to enable quicker decisions on the actions needed. 
• Our new gas contractors will have enhanced software to record specific access requirements of tenants.

Tenants’ lived experiences are at the heart of Habinteg. We want to make sure that tenants’ have the chance to influence our services and policies. We want you to feel valued, listened to, and be confident that we’re acting on your views.

We’ve created many ways for you to share your views on how we’re performing and where you think we need to improve. 

Here are some tenant engagement highlights:

• Following the Tenant Scrutiny Panel review of Repairs and Maintenance (September 2023), 5 of their 13 recommendations have been implemented and:
  • • Influenced faster repair completion times
    • Provided better contractor accountability
    • Improved communication in the new repairs specification
    • Involved interviewing 2 contractors and were key in appointing Bell Group as the North’s new contractor.

• The emphasis by tenants placed on communication has been included with a commitment by Bell Group to communicate with tenants at 3 key points, including calling tenants to:
  • • Book the appointment within 72 hours
    • Confirm the appointment the day before
    • Confirm the appointment on the day.

• Following 2 tenant focus groups in March 2024, changes have been made to the Tenant Portal, which have led to 1455 registered portal users (45% of tenants). These include a:
  1. • New button on the home page added in December 2024 to make the Portal clearer to tenants
     • Breakdown of service charges added to the Portal
     • New landing page and a marketing drive in December 2024.

• Since April 2024, 72 local scheme meetings have taken place with tenants. Following these meetings, 23 Neighbourhood Plans have been created, with the initial focus placed on our larger schemes. Plans are in place for 42% of Habinteg tenants with the target to reach all tenants by 2025/26. 

Find out how you can get involved and share your views on our services and performance.