An update on our service performance
We'd like to highlight our commitment to enhancing communication and prioritising resident voices within the Association. By reviewing and improving communication channels, investing in home upgrades, and focusing on resident satisfaction, we strive to foster a stronger relationship with our residents. We aim to deliver transparent, accountable services and ensure continuous improvement based on feedback and collaboration.
Kathryn Harrison
Kathryn, English Rural's Resident Services Director, ensures residents receive quality service, from move-in to maintaining safe, well-kept homes.
We have been listening to residents and it is clear that we need to keep evolving the way we communicate to better meet their expectations.
Critically, resident voice will become more of a priority across the Association. To help advance this point, a review of communication channels and how effective they are in relation to residents took place during 2022 - changes included more effective use of the online portal, the publication of a dedicated annual report to residents and refreshed approach to the newsletter involving the resident editor, Mel.
Working with residents, a Customer Charter has also been co-created to articulate clearly what can be expected from English Rural through the services that we deliver. A revised approach to investing in homes was agreed during the year, reflecting resident priorities as well as increasing external expectations on safety and the environment and acknowledging that our homes built from the early 1990s’ are now reaching an age where significant upgrades are needed. Careful financial planning will ensure that as a priority investment in existing homes always comes first when budgets are agreed.
Enhanced contractor performance was also a key feature in planning, this seen as vital to growing trust with residents and increasing satisfaction with the services provided.
Charlotte Priebe joined English Rural in November 2022 as our Customer Services Manager. Many years of experience working within customer service roles within the housing sector has led to a real passion to provide a great service.
Our customer services team is acutely aware of the current pressures and concerns affecting households and are dedicated to helping and supporting our residents in addressing these challenges. Particularly in areas of concern such as damp, mould, and condensation, our team has taken substantial steps to improve our approach and assistance.
To better serve our residents, we have recently developed a robust internal procedure for handling all reports of damp, mould, and condensation, ensuring our customer services team can address these issues effectively and efficiently. In addition, we have introduced a new damp and mould policy, which further reflects our unwavering commitment to maintaining safe and comfortable homes for all our residents.
English Rural introduced the Household Support Fund, a specialised initiative designed to offer financial support to our residents impacted by the persistent cost-of-living crisis.
Recognising the financial strain many residents are experiencing as a result of the crisis, we understand that providing assistance to those in need is more crucial than ever.
The current situation has led to significant changes in employment and income, causing concerns about paying bills and ensuring food availability. In response, English Rural has dedicated a portion of our annual budget to establish the Household Support Fund, highlighting our unwavering commitment to standing by our residents during these challenging times.
English Rural's foremost of Seven Strategic Ambitions is to ‘Work with Residents and Deliver Services in an Accountable Way’. We've shared key findings from our latest Resident Satisfaction Survey and outlined our complaint handling process.
We understand that service improvement is an ongoing effort. In the coming year, we'll conduct an updated satisfaction survey, urging residents to participate and share their voices. By working together, we can enact positive changes to the services we provide to our valued residents.
Each year English Rural completes and publishes on our website a self assessment against the Housing Ombudsman Complaint Handling Code, allowing us to evidence how we have responded to complaints across the year and any lessons learnt from these complaints.
English Rural welcome all feedback from residents and use any complaints to inform service improvements. Across 2022 there were 11 complaints.
