We are committed to building confident communities and teams across the business have contributed to this in a broad range of ways over the past year.
Over the last year, we have built on our partner relationships with other key organisations across the district.
Our relationship with Wakefield CCG and Age UK was strengthened as we expanded the Care Link Responder service to provide a 24/7 response and a wraparound service to patients leaving hospital. Care Link has provided peace of mind to over 15,000 customers and our Mental Health Navigators, which are jointly funded between WDH and the Clinical Commissioning Group, have supported 330 WDH tenants.
Our joint venture, Bridge Homes, has had another successful year, completing its first two developments at St Swithins and ThornesGate, and will begin developing its third site at Calder Fields in 2019.
Over the coming year we will continue to invest in developing the properties, services and support that is needed by our customers across the district and beyond.
We continually make improvements to our customer experience by listening to what our customers have to say. Every year, a tenant satisfaction survey is carried out by external agency TLF Research.
During 2018 / 2019 our satisfaction score remained in the top quartile when measured against other organisations at 92%.
We use the feedback provided by tenants in response to the survey to identify our key priorities for improvements. The table below highlights what tenants said and the improvements we have made.
Tenants value us keeping our promises and commitments.
Tenants want us to be
easier to deal with.
Tenants want us to improve the way we manage nuisance and ASB.
Ensured that customer service leadership is embedded in all
our employees by providing
tools and training.
Reviewed our Customer
Charter in line with our tenants’
Investigated reasons for service
failures and identified trends in
Reviewed the user interface of
the digital repairs process.
Explored options for launching
a webchat function.
Introduced a ‘sole focus’ voids
team to improve the customer
experience and ultimately
reduce the number of repairs
reported by new tenants.
Explored options for journey mapping the customer experience when reporting nuisance or ASB.
Developed automated messages to keep customers updated when they report nuisance or ASB using an online method.
Introduced a noise nuisance app.
We demonstrate our commitment to our environment and our local communities in all that we do.
See more examples of how we achieve this in our
Corporate Responsibility Statement