Our commitment to you

We will:

• Provide you with a range of different ways to contact us and to give your feedback
• Treat all feedback equally, whether it is received on the phone, at a meeting, via e-mail, or any other way
• Use every single customer voice to shape and improve our services so you are offered the services you need

 

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We have many opportunities for you to shape the services you receive from us. No matter how much time you have to spare, or how you choose to communicate with us, if you are interested in being more involved then there is something for you.

Below are some of the opportunities to get involved – why not try something a bit different?

• Readers Panel
• Compliments
• Neighbourhood Walkabouts
• Have Your Say Days
• Home Visits
• E-mail, Telephone and Postal Surveys
• Complaints
• Board Membership
• Local Neighbourhood Reps
• Residents’ Forum
• Mystery Shopping
• Repairs and Planned Maintenance Group

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Readers panel

Any publication of ours needs to be resident approved, to make sure it tells you what you want to know.

 

Compliments

Knowing what we’re doing well is just as helpful as knowing what we need to change.

 

Neighbourhood walkabouts

Your Housing Officer (and Local Neighbourhood Rep, if you have one) inspect your neighbourhood on a regular basis. You’re welcome to join any walkabout in your area, and this is a great opportunity to talk face to face with your Housing Officer about how you and your neighbours feel about where you live, and what improvements we can make.

 

Have your say days

Your Housing Officer also arranges Have Your Say Days for your road or neighbourhood. This is a chance for everyone to meet staff, and  tell us how you feel about where you live, and the services you all receive.

 

Home visits

We offer home visits as part of our VOICES commitment to you. If you need someone to visit you, simply telephone the office, and a member of staff will arrange to come to see you in your home.

 

E-mail, telephone, text and postal surveys

Surveys are an easy way to give us your feedback, especially if you are short on time.

 

Complaints

We have a complaints procedure in place, so that if something leaves you less than satisfied with us as a landlord, we find the cause and put it right.

 

Board membership

We have a commitment to having four residents on our board of management. If you have an interest in housing, and feel you would have something to contribute to our board please get in touch.

 

Local Neighbourhood Reps

Our team of Local Neighbourhood Reps are the representative voice for residents in their neighbourhood. They let us know what improvements they and their neighbours want to see in their local area, and let us know if we’re keeping to the standards we set out

 

Residents’ Forum

The Forum, led by our resident Chair and Vice-Chair, is our main resident body. Its members scrutinise our performance information, and are the hub for all resident involvement and service reviews. It is open to every resident, so if you see one in your area, please come along. To see what we discussed at our last meeting, please download the minutes.

 

Mystery shopping

Mystery Shopping is where you contact a company anonymously, and rate the service you receive from its staff. You normally have a particular question to ask, or a task to carry out, to help you rate this service. We run these projects every year, so let us know if you’d like to be one of our Mystery Shoppers.

 

Repairs and planned maintenance group

This resident group, led by our Property Services Management Team, looks at all issues surrounding the repairs and maintenance service. We invite contractors along to every group, and cover things such as your repairs priorities for the coming year, recruitment of contractors, as well as ideas for on-going improvements. To see what we discussed at our last meeting, please download the minutes.

 

If you would like to speak to us about any of the opportunities above, or to give us your feedback about anything else, please contact Emma on:

Phone: 01206 244717

E-mail: VOICES@colnehousing.co.uk

Post: VOICES, Colne Housing Society Ltd, Digby House, Riverside Office Centre, Causton Road, Colchester, Essex, CO1 1RJ