Herefordshire Housing (Return to full mode)
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Learning from Compliments, Complaints & Comments
| What was the feedback? | What did we do? | What does this mean for the customer? | What is the business area? |
| Mr J. said he did not have any advice about claiming dual housing benefit at sign up. | We reviewed our information on sign up and Tenancy Support have now included a line in the paperwork which can be brought to new tenants’ attention at the view and let stage. | The customer has the information clearly outlined and the lettings officer and housing officer can draw this to the customers’ attention and highlight any problems in advance. | Tenancy Support and Income Services |
| Mr W. received warning letter 2 from Gas Services. It said the appointment had not been kept. Mr W. was upset and distressed at the content of letter. | The Tenant and Gas Team did not agree re: appointment but the letter drawn up and sent by the Legal and Gas Team required updating and careful targeting. The Legal Team re-wrote the letter and highlighted importance of responding to letter. | Customers are now in receipt of clearer letter with easy-to- read information and critical contact numbers are highlighted. | Gas Team and Legal Team |
| Customers were concerned in respect of the main contractor employing their own Resident Liaison Officer. HHL not acting as advocate. | Asset & Partnering have now employed their own Resident Liaison Officer on the improvement programmes – Lesley King. | Customers now have a direct contact through HHL, not the contractor, to deal with problems on site and act as advocate for tenants. | Asset & Partnering |
| We received considerable complaints in respect of improvement works and dirt & dust damage to properties. | In discussion with the Service Review Group we listened to tenants’ views and agreed a new standard - now part of the specification for the new contractor - to include a minimum of 5 dust sheets per room with box option included. | Service Review Group agreed 5 dust sheets to be left as standard for each room together with boxes for valuables/contents. | Asset & Partnering |
| Complaint received that the contractor’s DVD re: improvement programme is not realistic. | In discussion with the Service Review Group we agreed that HHL would produce own DVD. Budget in the Business Plan. | Service Review Group was consulted and agreed points to be included in the DVD so that future tenants’ receiving improvement works were well informed. | Asset & Partnering |
| Health Authority appealed on behalf of a prospective tenant against bidding process. Prospective tenant with mental health issues. | Head of Housing explored various ways in which we could liaise with support workers. Pro-forma to be designed to complete on application to Homepoint. Procedures to be amended. |
Prospective tenants informed of reasons for exclusion and what is required to enable exclusion barrier to be lifted. Enables people from Mental Health background to apply on equal terms. |
Housing Management |
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The Offices below are open: Monday to Thursday: 8:45am - 5:15pm - Friday: 8:45am - 4:45pm |
| Where you can find us | ||
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Head Office: Herefordshire Housing Ltd. Legion Way, Hereford, HR1 1LN. Tel. 01432 384000 Fax. 01432 384198 
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City Centre Office: One-Stop Shop 84-86 Widemarsh Street, Hereford, HR4 9HG. Tel. 01432 346070 Fax. 01432 346089 
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South Wye Office: Jubilee Court Community Facility Kilvert Road, Newton Farm, Hereford, HR2 7FE. Tel. 01432 346091 Fax. 01432 379260 
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Herefordshire Housing Limited Registered Office: Legion Way, Hereford, HR1 1LN. Registered Charity No. 1105907.
Registered with the Tenant Services Authority No. LH4353. Registered in England 4221587
Registered with the Tenant Services Authority No. LH4353. Registered in England 4221587
