We are committed to acting upon the resident feedback we receive here is a list of actions we have taken as a direct response to your feedback .
Tackling Anti-Social Behaviour
You said you wanted us to provide more support to tackle anti-social behaviour. We have appointed our 'Respect Co-ordinator' to manage anti-social behavour issues in neighbourhoods.
Ironville Renaissance
Residents in Ironville asked for more consultation on key decisions. We have held open days to get residents' views on a proposed development.
Performance
Residents who have attended our Neighbourhood Zone Meetings told us which services they were most interested in. In a new feature within the Open Door residents newsletter, we are reporting back on how we are performing in these key areas.
Our Telephone System
You said you were having difficulties getting through to us by telephone. As a result of the feedback gained from the Neighbourhood Zone Meetings, the Amber Valley Residents Federation and from our Mystery Shopping group, Futures Homescape have introduced a new telephone system that has improved the number of calls answered first time. we have also changed staff working patterns to ensure the maximum number of staff are available to answer your calls at busy times.
Complaints
You said that you were unsure of our complaints procedure and did not know how to report a complaint. We have reviewed the complaints procedure and published leaflets informing residents on how they are able to report a complaint or compliment. We also gather resident satisfaction levels on how they feel we dealt with the complaint.
Tenants Conference
The residents attending our Neighbourhood Zone Meetings said we needed to involve younger people and families in involvement activites. Over the past two years the Tenants Conference has been aimed at families and we have visited Twycross Zoo and the Odeon Cinema in Derby.
Walkabout Wednesdays
You said you weren't aware of when or where the walkabouts were taking place. We therefore published a full programme in the Open Door informing residents of the schedule and of how they are able to get involved in their local neighbourhood. Leaflets are distributed to every household that the Walkabout Wednesday is taking place in
Service Standards
You said that you would like to know what standard of service to expect from us. We set up a residents working group who developed and introduced a full set of service standards and published a booklet to communicate these to all residents. We also set up a residents Quality Circle group who monitor and challenge us against our performance in relation to these standards.
Neighbourhood Priorities
Residents who attended the Tenants Conference, the Neighbourhood Zone meetings and who responded to our survey in the Open Door told us what their priorities for improvement were within their neighbourhood. These priorities have influenced the 2008/09 Corporate Plan and will also be used to direct the work carried out by the Neighbourhood Team.
Street Warden Service
You said you were unaware of the areas the street warden covered on a day to day basis. We therefore published a full schedule of the areas covered by the Street Wardens in the Open Door newsletter.
Choice Based Lettings
You said you did not understand the allocations and points system and it needed to be clearer and incorporate more resident choice. We introduced a new Choice Based Lettings system in December 2007 giving clear information about how they are prioritised or 'banded', it also gives residents the choice about where they want to live. We also provide comprehensive feedback about the lettings we have made.
This list will be added to as we continue to respond to the feedback you give us and improve our services to you.
If you would like to become involved with Futures Homescape or would like to give us your thoughts and opinions on the services you recieve, please contact our Community Development team on 01773 573100.
