Have your say!
There are many other ways to get involved, as well as on My Orwell Voice!
This week at Orwell
Our This Week at Orwell feature is now over a year old and we wanted to share some of favourite bits from the past year.
Getting out and about has been our highlight, meeting staff and customers from different schemes and being able to share more on topics that matter to them. Of course we gave you an insight into our Orwell Challenge this year and Wendy, our chief executive spoke about the Make a Difference fund and what goes on behind the scenes.
How can our customers help us with This Week at Orwell?
Our customer's voice matters and little by little we want to make a difference, as we go forward we would like to involve more customers to talk about topics of interest and are important to them.
We would like you to tell us what we should feature, this could be;
- Signposting for help & advice
- Event
- Celebration
Of course, we are open to suggestions and can visit in person or virtually, if you're not too camera shy we welcome a feature from one of our customers too!
You can check these videos out on our social media links on this page!
Transactional Surveys
You may have received a survey via email, text or even via post where we ask questions related to your experience.
From these surveys, we want to know every little detail that made your experience, whether positive or negative, we would like to know.
How can I (the customer) help shape services via surveys?
It would really help us to have a clear path of your experience, an explanation to why you have put the score so this can paint a clear picture
We also welcome suggestions of improvement (if applicable)
Why do we do these surveys?
We want to know how the experience was for you, each month a selection of customers are contacted for more information on their experience.
These are usually if the scoring and comments don't correlate with eachother.
What do you do with this information?
Behind the scenes this information is compiled and fed back to the relevant departments, who take this on board and look to alter processes that can benefit both Orwell and the customer.
Sometimes these changes can take time, but be assured that these surveys are so important and have really helped us shape our services.
Tenant Satisfaction Measures
The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance.
The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
Orwell employed an external agency called TLF to undertake the survey on our behalf, calling a random sample of tenants on a quarterly basis during the year. They have completed the first year of phone calls.
Our scores will be submitted to the social housing regulator in June who in due course will publish national league tables showing how we compare to all other social landlords and local authorities across the country.
We are currently following up the comments received from customers about our service and prioritising the areas with the lowest level of satisfaction.
For further information, please view the link on the Orwell website here
Complaints & Compliments Policy
Orwell sincerely welcomes complaints and compliments from anybody who has received a service from Orwell. We welcome and value this feedback because, without it, we would not be able to learn from and correct our mistakes; similarly, it is good to know when we have got the service right.
Complaints
A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff or those acting on our behalf, affecting an individual, resident or group of residents.
A customer does not have to use the word “complaint” in order for it to be treated as such. A complaint made by a third party or representative on behalf of a customer will still be handled in accordance with this Policy.
If you want to make a complaint, please fill out our complaints form here.
Compliments
If you think a member of staff has done a good job, whether it be how they handled a situation, carried out a job or even just their demeanor that deserves to be praised, tell us!
This can make a staff member's day, to know that their efforts are recognised!
Any compliment received should be passed onto our Customer Services Team who will ensure that relevant staff member(s) receive(s) it.
More information for the complaints and compliments policy and procedure is included here on the Orwell website.
Who's Listening
Custom
