You said, so we did

You said...

We did!

TSM

Key themes that arose from complaints data were communication and lack of action

• We’re conducting an internal audit and feedback from resident data will inform the improvement plan
• Improving communication is a key theme of our 2026 – 2030 Business Plan

You said…

We did!

TSM

There was a mixed perception of customer service and communication, with many praising politeness and friendliness of staff, and appreciating newsletters and communication about repairs. However, concerns were raised about reliability, follow-up, and effectiveness of communication, especially relating to unresolved repairs.

• To address concerns raised and improve the customer service experience, we have:
• We have improved how we keep our communication records on our systems, so that repairs inquiries are sent directly to the right teams, to increase efficiency.
• We have arranged for the resident Monitoring & Governance Committee to meet with the repairs contractors to complete a Repairs Review – they have asked about communication issues and will discuss this with them at their meeting in May.

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TSM

25% of residents reported not being contacted by the complaint investigator, and almost 56% were dissatisfied with being kept informed during the investigation.

• Communication is a recurring theme regarding complaints dissatisfaction, so we’ve made some changes to our processes:
• Complaints training reinforces the importance of timely and meaningful contact during the investigation and Complaints Reset Training is planned.
• The requirement to contact residents is now embedded within the complaint allocation emails, must be evidenced in response letters, and recorded on our systems.
• The Complaints Team challenge cases where contact is not evidenced and will return responses to handlers to ensure this requirement is met.

You said…

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TSM

Residents were asked about what they would want to see in the new Enhanced Service. Items raised included:

• Wanting to feel connected and supported.
• Needing more activities and social connection.
• Wanting more information about living independently long term.
• Wanting support with tasks such as booking a GP appointment or understanding a benefits letter.
• Needing structural issues addressing, such as pathways and damp due to fall risks and health implications.
• Windows had not been cleaned for years.
• Residents struggled to take meter readings.
• Residents were not confident with the use of storage heaters.

• Resident consultation was vital in establishing the new enhanced services at the Independent Living Schemes, to ensure residents’ needs were met as the changes were brought in.
• A profile sheet has been created to enable staff to get to know residents and their individual needs
• A range of activities such as quizzes, lunches, Pets as Therapy, pool games, seated exercise classes, darts, gardening, etc have been established in some schemes and will be rolled out further over the year, with support from contractors via their social value commitments.
• Age Concern, Falls Team, Adult Social Care (to prevent long hospital stays)
• Welfare and wellbeing checks are taking place, including in flats for those who can’t come out
• Surveyors have attended and improvements are being made.
• Windows are now cleaned every spring and autumn.
• Meters are taken by staff now when residents require support.
• Information has been shared and caretakers will attend each property to explain that the heaters take 24 hours to warm up if turned off.

You said…

We did!

TSM

There was a positive response and excellent feedback from the Communications Crew about the layout, introduction and some of the questions.

However, there were some changes suggested relating to the wording of questions, using picture questions instead of text, ie: smiley faces.

The Team reworded the introduction to make it more welcoming, and some of the questions to make the form less repetitive. Smiley faces were used to be more inclusive of people with literacy difficulties and make rating the service easier.

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TSM

Invested Residents sat on interview panels for three Customer Experience management positions and gave feedback on the candidates.

Collaboration with residents matters to us, and these are ways in which we are enhancing it:

• Resident feedback was taken into account when appointing to the Customer Experience roles.
• Plans are in place to increase the number of Invested Residents who receive Recruitment and Equality, Diversity & Inclusion training.
• Residents will be involved in recruitment across the organisation moving forwards.
• Residents will be involved in the recruitment process for the new Independent Chair of the Cornwall Housing Board.

You said…

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TSM

Invested Residents agreed that a more effective approach to holding Cornwall Housing to account was to change how their groups operate, and review the scope of the Tenants Forum and Scrutiny Group

The Engagement Team supported Invested Residents to:

•        Relaunch as the Monitoring and Governance Panel.
•        Undertake a review of Terms of Reference and Code of Conduct.
•        Plans are in place for access training on a par with the Non-Executive Directors, such as data protection, safeguarding, cyber security, etc as well as the management training offer, such as Resilience Training & The Power of Listening.
•        The Scrutiny Tenant-Led Action & Review Panel have conducted a skills matrix exercise to celebrate existing talents,  inform training needs and help to focus recruitment of new members to address skills gaps.
•        A Scrutiny BootCamp Training session was provided by TPAS (Tenant Participation Advisory Service).