‘MOT-style’ gas servicing

We have changed the way we carry out gas servicing in line with new regulations that allow MOT-style servicing. You can now have the gas serviced in your home any time in the two months before your current certificate expires. For example, if your certificate expires on 30 September, you could have the annual check on 30 July and the renewal date would still be 30 September. This means we won’t need to be in your home more than necessary and your property will stay safe and legal. 

New complaints process

We have made some changes to our complaints policy and the way we deal with complaints.  We have trained staff, our website has been updated and you can read this article explaining the changes, so you can understand how you can feedback any concerns and issues. 

Mould and condensation

When you have an issue, we make sure we assess the severity of a problem and deal with it appropriately. As we hear more about your experiences, we are collecting data that we will use to continue improving how we identify and treat mould and condensation, how we can get help quickest to those who need it most and decide how best to invest in our homes long-term. 

System improvements

We have reviewed the way we deal with Physical Adaptation Grants (PAGs), anti-social behaviour (ASB) and repairs.

• The PAGs system has been redesigned to focus more on what matters to residents. This has sped up the process and means we can help more residents. We are now looking to build better reporting to further increase capacity.
• The work on ASB is continuing and housing staff are having different conversations with residents to get to the real issues. They are also looking at how this is reported in our systems to understand the resident journey.
• Staff in Cardiff are trialing a new way of working in repairs, which means we can get more repairs booked in allowing us to get to residents more quickly. We have been working with the Cambria operatives to find more ways to further improve the system.

IT and phone upgrades 

The Technology Team has made improvements to our phone lines. Staff can now get information about direct debits and tenancies on their mobile phones whilst visiting you in your homes.

Gathering resident information

We aim to provide homes and services which are suitable, accessible and fair. To do this we need to understand the people and communities we serve, so that we can help staff tailor services and make sure that we provide services fairly. We have reviewed our resident information and have some gaps, so we will be checking with you to make sure the information we hold is correct. 

Complaints

As previously mentioned, we have changed the way we deal with complaints. Our staff are recording more information when a complaint is made. We will use this information to learn lessons and improve and tailor our services. 

Improving our repairs service 

So far, we have looked at the way we manage routine repairs from the time when you report them, through planning and scheduling to completing the work. Following a successful pilot in Cardiff, we now aim to roll out this new way of working across other types of repairs and other areas.

Looking after our homes

We have revised our plans to look after your homes, what we call our Asset Management Strategy. It sets out how we judge the performance of our homes and how we decide to invest in them. We will use this information to make future investments to improve the energy efficiency of your homes. 

Anti-social behaviour and lettings system improvements

We are always looking to improve the way we do things to make them easier and more efficient. We work with you, our residents, on the things that matter to you. We are continuing to embed the learning from the review of anti-social behaviour and we are also starting to review lettings. 

Don’t forget if you want to be involved or have your say, there are several ways to do this – www.wwha.co.uk/en/contact/have-your-say/