Summary of key points raised in the residents’ workshops on 8 July 2010
NEIGHBOURHOOD AND COMMUNITY WORKSHOP
Cleanliness of Estates
- There was a consensus that the Gold, Silver and Bronze scoring system should be reviewed as it doesn’t offer enough categories to differentiate service.
- It was important to advertise dates and times of walkabouts to maximise participation.
- Additional 'spot checks' or unscheduled inspections might be a good idea.
- Residents would like to see a photograph of caretakers and a schedule of times that the caretakers are on site on the notice boards.
- Consistency in the standard of service was important.
TENANT INVOLVEMENT AND EMPOWERMENT WORKSHOP
- New tenants need to be aware of their rights and responsibilities, particularly in relation to their neighbours
- Residents would like more information about where they live and an agreement about standards of behaviour on the estate, which new tenants would be expected to sign (they would like to be involved in drafting the agreement).
- Residents would like to hear more about Peabody’s approach and successes in dealing with Anti-Social Behaviour (ASB), perhaps through a newsletter or notice boards. This would increase their confidence in reporting issues.
- Most residents were not aware that they could report ASB anonymously.
- Peabody needs to manage the expectations of those who make ASB complaints. It is often a long process and residents aren’t aware of its complexity. It would be helpful to have a leaflet showing how typical ASB cases work.
- Responsibilities in relation to leaseholders aren’t always clear
- Working in partnership with local agencies and the police is important.
- Victim support and information for complainants is key.
- Greater tenant involvement at Board level is desirable
- Residents recognised that not everyone wanted to get involved in the same way and welcomed the range of opportunities.
- It was important that Peabody understands its customer profile – to ensure that it recognised diverse needs and preferences and is engaging with everyone.
- It was particularly important to provide new and existing residents with better information about services and what was expected from them as a Peabody resident.
- Better communication = less complaints!
- More complaints need to be resolved at Stage One.
- Staff need to take ownership for and responsibility for issues and keep their promises – they need to be empowered to do so.
- Generally, Peabody rents offer good value for money, compared to other providers.
- Welfare and benefits advice and support is very helpful.
- It was important for information around rents and service charge to be clear, transparent and communicated consistently.
- It was particularly important to enforce the rights and responsibilities in the tenancy agreement, especially in relation to pets, damage to properties, parking, subletting and anti-social behaviour.
- Peabody could provide more information about its services.
- It was not always clear how and in what areas services to leaseholders differed.
- 'Balanced' communities are important so Peabody needs to consider the local estate profile when allocating homes.
- Overcrowding and under-occupation are key issues - 'incentivise to move' to create more mobility.
- Get the job done right, on time, 'first time'.
- Residents want to see a consistency between the service to leaseholders and social tenants.
- Communication is key – there is a perception that Peabody and contractors are not communicating about missed appointments or incomplete jobs.
- Peabody does not quality-check enough work.
- Advertise planned works and stick to the plan – if not, communicate reasons why not.
- There is a perception that street properties are often neglected in favour of blocks.
- Inconsistent service delivery (some repairs went well while others went wrong, or different tenants have different experience of similar repairs).
- Generally the group felt that Peabody offered good accommodation and were happy with the quality of 60-70% of repairs.
- Most repair failures were gas repairs, building repairs, communal lighting and general communal repairs.
VALUE FOR MONEY AND GOVERNANCE WORKSHOP
- Performance information should be presented on a local level, so that it is immediately recognisable and directly relevant to residents.
- Standards need to be clearly defined so residents can assess whether they are receiving Value for Money.
- "I want Peabody to work for me, not for me to work for Peabody".
- There should be more clarity about how service charges are calculated.
- Consistency of services and minimum standards are important. There is a perception that some estates are getting more attention than others.
- Residents would like more information about where they live.
- Residents need more clarity about how money is spent and Peabody’s priorities.
- It’s not always about "mega-investment", but regular investment to keep up the standard.
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