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.
We Asked - You Said
Before making changes to the way we do things we like to ask customer opinion. We will do this in a number of ways through the newsletter, face to face, over the phone, e-mail and Facebook polls. We will look at the responses and if there is a clear majority in favour, then we will look at making changes. Recently we have asked …
We asked: How many times a year would you like your grass cutting (April – September)
You Said: 14 times
We Did: Our grounds maintenance contract now states that the grass should be cut 14 times during the growing season. Although fewer cuts would have reduced costs, customers felt that a well cut lawn was worth the extra.
We asked: Do you think it’s necessary to have a rent statement and receipt posted to you every time you make a payment over the phone?
You said: No. Only send a rent statement and receipt if we request it.
We Did: Our Customer Service Team only send out rent statements and receipts of payment if asked to do so by the customer
Improving Access to Information and Services.
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.
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 2016/2017 are as follows:
- 27 October 2016 - The Mount inn, Llanidloes
- 24 November 2016 - Cain Valley Hotel, Llanfyllin
- 15 December 2016 - Red Lion, Caersws
- 26 January 2017 - The Royal Oak, Welshpool
- 23 February 2017 - The Monty Club, Newtown
- 30 March 2017 - The Black Lion, Lampeter
- 27 April 2017 - Commodore Hotel, Llandrindod Wells
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 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.
2016’s annual work plan and the 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 2016/2017 are as follows:
- 07 October 2016
- 02 December 2016
- 03 February 2017
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 2016/2017 are as follows:
- Wednesday 13th July 2016
- Wednesday 21st September 2016
- Wednesday 7th December 2016
- Wednesday 25th January 2017
- Wednesday 22nd March 2017
Mid-Wales Housing Annual General Meeting:
To be held on Wednesday 3rd August 2016 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.