Tenants’ views are to be used by one of the district’s biggest social housing groups to improve its services.
Daventry & District Housing (DDH) is to use the feedback of more than 100 tenants to help improve the service it provides.
The inaugural Tenant Power Day took place at the iCon Centre in Daventry and gave tenants the chance to find out more about the services provided by DDH.
During the event, which was attended by tenants from across the district, DDH team members discovered what is most important to customers in terms of their home, community and customer service expectations.
The fun-filled event featured a range of interactive games and quizzes and covered topics like budgeting, repairs and community initiatives.
Peter Seaman, customer experience manager for Futures Housing Group, said: “We are always looking for new ways to listen to and learn from our tenants and their experiences. This innovative event gave our customers a chance to think creatively and come up with suggestions about how we can improve the service we provide.
“Through ongoing customer engagement programmes we will keep focussed on the things that matter to our tenants to ensure we deliver the best possible customer offer in the future.”
Tenants identified the appearance of their property and the area they live in, as well as the performance of the repairs team, as their biggest priorities. They also welcomed more communication about repairs appointments.
The role of DDH’s tenancy sustainment officers proved to be of great interest as did the opportunity to access budget and money saving advice. When considering the overall community, tenants were most passionate about living in a safe and secure environment. Concerns about antisocial behaviour and security were also raised.
With regard to customer service, tenants were consistent in highlighting the importance of being able to easily speak to somebody on the telephone when raising an issue with DDH and the importance of the organisation following up on its promises.
In terms of community engagement, the three areas of most interest to tenants were volunteering, resident involvement and work experience or training and development.
In advance of Tenant Power Day, team members visited five of DDH’s seven sheltered schemes to listen to residents’ views. The highest priorities for these tenants included the opportunity to go on trips and be involved in activities, an increase in visits from Independent Living Officers, security and health and safety.