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Customer Involvement and Communications

Involving our Customers

Herefordshire Housing aims to provide excellent services that are shaped and influenced by our customers. From deciding how we answer our phones, how residents can report repairs, what types of new front doors we install, right through to whether we should build new homes, our customers have had a direct influence over what we do.

Working with us 

We have a dedicated Customer Involvement Team, who provide many different ways of involving our customers and keep you informed.

This leaflet tells you about the different choices we currently offer. However, these won’t stop here. We aim to continually develop new ways in which you can be involved, tailoring these to what you prefer and listening to your suggestions for new ideas.

To find out more, contact the Customer Involvement Team on 0300 777 4321 or via our online form.

Keeping you informed 

We aim to ensure that you are kept informed about what Herefordshire Housing is doing, the services we provide and any changes that will affect you. We have a Communications Strategy, which lays out the standards of how we will communicate with you.

Ways in which we keep you informed:
• Quarterly newsletters – In Vision and Leaseholders Bulletin 

• This website www.hhl.org.uk
• Leaflets about each of our services
• Annual Report of our activities
• Letters
• Face to face visits
• Consultation Events
• Sending information to local Resident Groups
• Press releases in local papers

We also provide these in large print, Braille, audio tape and CD and in different languages. We can arrange for British Sign Language interpreters, if you need this service.

Supporting you in getting involved 

Don’t worry if you think you don’t have the right skills to get involved. You don’t need any previous experience in housing. Your skills and knowledge will build up with your involvement and you will be supported by colleagues and the training we offer.

We will also pay your travel expenses when you attend any meetings, along with childcare or carers expenses. If you don’t have your own transport, we will be very happy to arrange a taxi for you. 

You can download a copy of a

 Travel Reimbursement form,  Childcare Reimbursement form or a  Carer Reimbursement form.

Please return the completed forms to The Customer Involvement Team, Herefordshire Housing Ltd, FREEPOST NAT18521, Hereford, HR1 1BR.

Ways to be involved 

We are committed to ensuring that you can be involved in ways that suit you. This means that we offer a wide range of choices for getting involved, from filling in the occasional questionnaire through to being a member of our Board of Management.

We have a Diary of Events under our What’s On section giving dates of our regular consultation events. 

To see the many ways you can be involved please view our  Customer Involvement leaflet.

Where you can find us
Head Office: Herefordshire Housing Ltd. Legion Way, Hereford, HR1 1LN. Tel. 0300 777 4321 Fax. 01432 384198	City Centre Office: One-Stop Shop 84-86 Widemarsh Street, Hereford, HR4 9HG. Tel. 01432 346070 Fax. 01432 346089	South Wye Office: Jubilee Court Community Facility Kilvert Road, Newton Farm, Hereford, HR2 7FE. Tel. 01432 346091 Fax. 01432 379260