Customer involvement
Members of Longhurst Group share the same values, which mean we are all
equally committed to focusing on the needs and aspirations of our
customers.
Like all registered social housing providers,
we work to meet demanding standards set by the independent
regulator, the Tenant Services
Authority (TSA). This includes agreeing local levels
of service with our customers to achieve six new
standards that apply from 1 April 2011.
On a day-to-day basis, our members work with
their customers in a wide variety of ways, offering a choice of
different ways of getting involved depending on how much time
people can spare. Our two members that manage homes transferred
from local authorities – L&H Homes and Spire Homes – also fully
involve customers in the improvement work they are carrying out so
that they influence everything from the type of kitchen worktops to
be used to the colour of bathroom tiles.
We know from experience that the quality of
repairs and maintenance is particularly important to our customers
so we have pioneered new approaches to involve them in looking at
how we deliver these services. An excellent example is the major
review that L&H Homes carried out with the full involvement of
residents who are helping to completely transform the repairs
service to make it more customer-friendly.
If you want to find out more or you are a
customer who would like to get involved, please follow the links
below to visit our members’ individual websites.
Friendship Care and
Housing involves customers in improving its repairs
and maintenance service, and runs focus groups in the East and West
Midlands that challenge the organisation to achieve excellence.
L&H
Homes offers a choice of ways to take part. The
options range from completing a customer survey, taking part in a
neighbourhood walkabout or community event, through to joining the
Board of Management.
Spire
Homes has a dedicated resident involvement team to
provide support, advice and guidance to help people get involved on
a one-off basis or more regularly.