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Reporting back to residents 2019

How our services help you

At Colne we always try to put you at the heart of all we do. Your voice is really important to us.

Many of you have told us you feel listened to – but we don’t always get communication right. We have been working with residents to ensure their views and opinions are heard at all levels of Colne, including by the decision-makers who sit on our Board.

What you tell us influences your customer experience. Your views have helped us change the way you get services and how quickly we deal with your query. Read on to get to know what we offer, how to contact us and what the improvements mean for you.

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How our customer services team can help

Building more homes

Feedback from residents helped our Board make decisions about Colne’s future. As your landlord we are proud to provide decent, safe and secure places for you to live in. We all know thousands of new homes are still needed. Colne is committed to doing what it can to build more.

In July we let you know we are considering working with another local housing association – Greenfields Community Housing – so we can do more together. We will of course update you if this potential partnership progresses.

There will be plenty of opportunities for you to get involved if you want to.

3200 New homes

Strengthening your Voice
 

We are strengthening your voice…

 

We’ve increased the number of ways that you can provide feedback. We’re following government consumer standards to ensure that you can check how we are doing and hold us to account. We’re learning from your complaints, and reporting back on the difference your voice has made. 

Read on to see what we have been doing recently and how customer involvement helps us to change for the better.  These are the Consumer Standards which hold us to account.

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Customers at the centre of what we do

Home icon Home Standard

Provide high-quality and safe homes
in a good state of repair.


Tenancy involvement Tenant Involvement and Empowerment Standard

Enable you to feedback to us, be listened to and influence how we provide services and information that meet your needs.


Tenancy Tenancy Standard

Allocate homes in a fair, transparent and efficient way, with clear application, decision-making and appeal processes.


Neighbourhood Neighbourhood and Community Standard

Work with you and relevant partnerships to tackle anti-social behaviour (ASB). 


What happened to your rent money?

What happened to your Rent money

 


Learning from your complaints

The number of customer complaints made has decreased and more of you are satisfied with the outcomes.

We are getting better at identifying problems sooner and putting solutions in place. This is a direct result of learning from some of the formal complaints we handled.

Our more focused approach also helps uspinpoint areas for service improvement.And our Board members keep anindependent eye on complaints to ensure we are doing our best to get things right


Creating communities - enabling independent living underpins our approach to community well-being

Around £20,000 was awarded to local organisations by our grant-making scheme Colne Community Builders. The money is used to tackle the diverse and challenging issues in your local communities – making a difference to the places where you live. 

COMMUNITY BUILDERS

Our Charity donations

 

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