Customer feedback is important to us. Without your opinion and input we don’t know how we’re performing and then we can’t improve the services we provide. Here are a few examples where your opinion and involvement has helped Mid-Wales Housing Association improve services to customers.

You Said, We Did

In November 2017 the Association conducted a survey of tenants. We received feedback on the service provided from a large number of those participating and are very conscious that some feedback indicated that the Association is not always doing what tenants think they should be doing.
We chose two questions from the survey along with the feedback comments from the tenant's indicating what 'YOU SAID' and have come up with actions to show what 'WE DID' about this feedback.

1. How satisfied are you that Mid-Wales Housing listens to your views and acts upon them?

YOU SAID:

  • When we call in nothing is done about it, not listened to regarding repairs and maintenance.
  • Opinions are not listened to, requests gone unanswered. Feels ignored.
  • Some workmen can't be bothered – gardeners.
  • Never act on promises made
  • Financial side good – repairs are rubbish
  • Office staff difficult to speak to
  • Only interested in getting rent in
  • Tenant didn't realise he had to be there for boiler to be serviced

WE DID:

  • We realise that we need to be easier to get hold of and this means ensuring that all phone calls requesting a call back are registered for the caller. We do this on our computer systems but have recognised from the comments that we should put more training in place to ensure that all employees understand how to enter the message and the importance of calling our customers back as soon as possible. We have a maximum deadline of 5 days to call back unless the employee is away from work and no one else is able to help. We would also extend the return call time if it has been agreed with the caller. Calls requiring a call back are logged on the computer system, these are regularly monitored by employees and team leaders. There is also a system in place to transfer calls through to visiting officer's mobile phones.
  • We pride ourselves on answering queries, sometimes the response may not be what you would like to hear but if you do receive what you perceive to be a negative response it's because of the way the business works. This could be requesting a new kitchen and being told that you cannot have one. This would be because your home is not scheduled for a replacement kitchen for that year, meaning that the money to do so is not included in the Association's budget.
  • We have noticed that very occasionally you may have been promised something by someone representing the Association which is not achievable. This can lead to a misleading sense of expectation due to a misunderstanding on behalf of the representative. We aim to put these misunderstandings right and will be producing articles for inclusion in the LOOK tenant newsletter, so do keep an eye out for them.
  • We have an Income Management Team working very closely with tenants to manage their tenancies. The team works diligently with any tenants who may be experiencing difficulties meeting their rent payments. Unfortunately this can on occasions be seen as the employees only being concerned about getting the rent in but their role is to help to prevent tenants from getting into arrears through early actions.
  • All properties with appliances that require an annual safety check must be accessible for contractors to carry out these essential safety checks within the timescales. This does not require you to be at home but it does mean that the contractors should be given access to your home to carry out the checks which could mean leaving your key with a neighbour in order for the contractor to gain the necessary access.
  • We have reintroduced post inspections of work following concerns about quality of work. This means we will be closely monitoring standards and reporting any concerns to contractors at regular meetings.

2. How satisfied are you with the Repairs and Maintenance Service?

YOU SAID:

  • Things reported not being dealt with to a satisfactory level. Feel that workmen not qualified to do the work
  • Waiting 2 years to have shower issue resolved
  • Take too long to carry out repairs
  • Poor quality work, keep fixing and refixing
  • Inefficient heating systems
  • Waiting for a long time for repairs to be completed

WE DID:

  • As previously stated we have reintroduced post inspections of work following concerns about quality of workmanship.
  • We have target times in place for the amount of time taken to respond to a request for a repair. Employees taking calls for repairs will explain these priority times in more detail when taking the calls.
  • We are reintroducing weekly team meetings of Customer Services Team, this is in addition to training for employees to improve and refresh their knowledge of the repairs and maintenance systems.
  • We plan to use Facebook, Newsletters, texts and fliers to improve methods of keeping residents up to date with information.
  • The income Management Team will continue to support residents to maintain their tenancies by offering support and advice.

Improving Access to Information and Services

LOOK Newsletter

We sent you a questionnaire to get a better understanding of what you thought of our Newsletter, LOOK and to find out how else we could keep you informed. 4.6% of Mid-Wales Housing tenants and residents responded and this is what you thought:

We therefore decided that it was important to keep publishing the LOOK newsletter but we should also keep people better informed electronically by use of e-mail and Facebook.

 
     
 
     

 

Tenants Portal

You told us that it would be useful to have an online account where you could report repairs, view rent statements and pay online. This year we invited tenants and residents to help develop a new online portal that would benefit our customers and allow direct access to services. The tenant portal was developed and made available to customers in October 2015 and can be accessed via a link on this website.

The Tenant Service Auditors

Tenants Service Auditors work with Mid-Wales Housing staff to investigate some of the services which could be improved. In 2014/15 the Tenant Service Auditors investigate the standard of void properties (vacant properties) when they are handed over to new tenants. As a result, the following improvements were made:

  • The Association now employ an in-house Voids Team to repair and clean empty properties to consistent and agreed standard.
  • A re-let standard check list has been developed to ensure that every property meets the standard before the keys are handed over to the tenant.
  • A new set of questions have been added to customer feedback forms to capture customer feedback following a repair. This allows tenants the opportunity to tell us what they think of the service we are providing.

Chips & Chat

This is an informal meeting held on the last Thursday of the month from 6pm. Over a drink and a plate of chips, you are invited to come and meet staff and talk to us about any issues that you have or ideas on how we can improve the service we provide as a landlord.

The dates for 2018 are as follows:

  • 25 January 2018   -   The Evangelical Church, Newtown
  • 22 February 2018   -   William Ainge Court, Welshpool
  • 29 March 2018   -   The Commodore, Llandrindod Wells
  • 26 April 2018   -   Castle Hotel, Lampeter
  • 31 May 2018   -   Penparcau Community Centre (The Old Bowling Club), Aberystwyth
  • 28 June 2018   -   The Bowling Club, Machynlleth
  • 26 July 2018   -   Horse & Jockey, Knighton
  • 30 August 2018   -   Riverside Community Centre, Builth Wells
  • 27 September 2018   -   Melin Y Dre, Cardigan
  • 25 October 2018   -   Bodlondeb, Llanidloes

Policy Review Group

You can do this from the comfort of your own home or in a group workshop. We will ask for your comments on policies which affect you or your home. They could be new policies or existing ones which need to be reviewed. You can provide your comments over the phone, by e-mail or with others in a workshop at our office in Newtown.

Newsletter Editors Group

Help us produce and edit Mid-Wales Housing’s ‘LOOK’ newsletter to develop and include articles that are important to you. 

Tenants’ & Residents’ Forum (TaRF)

The forum usually meet bi-monthly on the first friday of the month at our office in Newtown (09:00 – 12:00).  These meetings give you a chance to work with staff to understand and improve the policies and procedures which affect you and your home. This is your chance to help make a real difference to the way Mid-Wales Housing Association operates.

Minutes from previous meetings can be found in the Downloads section of this website.

This is an open forum and anyone is welcome to join the meetings. The dates for 2018 are as follows:

  • 05 April 2018
  • 01 June 2018
  • 03 August 2018
  • 05 October 2018
  • December 2018 (To Be Arranged)

Board of Management

Mid-Wales Housing Association’s Board of Management is the governing body of the Association and is responsible for directing the affairs of the Association on behalf of the shareholders, tenants, employees and community at large. The Board of Management essentially has control of and responsibility for the management of the Association.

There are a minimum of 7 and a maximum 15 places on the Board including 4 reserved for tenant members.  In addition, a maximum of 5 persons may be co-opted to the Board from time-to-time for either a particular or a general purpose.

Meetings are held at the Association's offices in Newtown starting at 5:30pm. The dates for 2017/2018 are as follows:

  • Wednesday 12th July 2017
  • Wednesday 20th September 2017
  • Wednesday 6th December 2017
  • Wednesday 24th January 2018
  • Wednesday 28th March 2018

Mid-Wales Housing Annual General Meeting:

To be held on Wednesday 2nd August 2017 from 5:30pm at Ty Canol House, Newtown. Anyone is welcome to attend but please contact Janet Price, Governance Officer before the meeting to confirm your attendance.