To tell us your views:
- Complete a Tenant Satisfaction survey when you move into a property
- Come to one of our “Meet Your Neighbours” events and talk to a member of the team
- Phone us on 0300 100 1013
- Use a contact us form and mark it for the attention of the Moving Home Team
- Attend a Focus Group - if you are interested in doing this please give us your name, address and a contact telephone number by either phoning or emailing as above
It’s always good to hear when we have got things right, but we also take your complaints seriously.
You told us ... so we did it... (1st July and 30th Sept 2010)
You said…… (New Development Survey August 2010)
You would like us to do Police checks on people over 16 when letting properties on new developments.
We...sought advice about this issue and will let you know the outcome.
You said……Could you have information on the local area as you were moving in from out of area.
We researched and provided an information pack with local carpet fitters; library; charitable organizations & opportunities for volunteering;
You said……From the Welcome Pack Survey that you liked the idea of having a Welcome Card when you moved into your new home that gave you the details of your Neighbourhood Officer and Income Services Officer.
We ...worked with you to agree the design and format
You said……Exeter City Councillors (29.07.10) that they would like to know who the Neighbourhood Officer was for their wards so they could raise issues with us on behalf of tenants.
We ...sent the information to Exeter City Council to be passed on to them and will be doing this in each Local Authority area where we have stock.
You said……You had posted a letter to us much earlier than it would appear from when we received it which caused a problem with your Notice to Quit end date, as we take a month from when we receive written notice.
We ...amended our letters to you to advise you to get a proof of posting which is free at any Post Office when sending us important documents.
You said……When for the first time we asked a heating engineer to demonstrate how the heating system works on a new development, that you liked it.
We ...made sure that we included it as standard when we gave you the keys to your brand new home.
You said……That you would like a match pot of paint if it was a brand new property or had been decorated by us to make sure that any scuffs when moving in could be dealt with.
We ...talked to our developers and contractors about how they could do this and will let you know the outcome.
You said……You were often not happy with the condition of a garden when you first moved into a property.
We ...talked to our new Void Contractor - Signpost Services - and are working with them to agree a schedule of works for gardens to be included in void works and to agree the standards with you. If you are interested in being part of this group please let the Moving Home Team know.
You said……You weren’t always happy with the cleanliness of a property when you moved in.
We ...talked to our new Void Contractor – Signpost Services - and are working with them to improve the cleanliness of properties and to agree the cleanliness standards with you. If you are interested in being part of this group please let the Moving Home Team know.
You said……On new developments you wanted more information about bin collection when you moved into a property.
We ...included this as standard on the Frequently Asked Questions and are looking at how we can do this for all re-lets as well.
You said……Not everyone wants to be part of one large group sign up on a new development.
We...reduced the number in each group and offered individual sign ups to those who we and they felt would benefit from this.
You said……We needed more large family homes in Torbay.
We...,with the agreement of Torbay Supporting People and the occupants re-designated a four bedroom family house that we had been using as an office with two rooms for supported housing tenants to be turned back into a family home.
You said……From the Welcome Pack Survey that you liked the idea of having a Welcome Card when you moved into your new home that gave you the details of your Neighbourhood Officer and Income Services Officer.
We ...worked with you to agree the design and format