Your feedback makes a difference
We listen to your views and feedback and use your comments to make improvements to our services. This year your views have influenced:
- HRA Business Plans (estate improvements)
- Service Charge Review
- Customer Service Strategy
- Scheme Lounge Consultation
- Hendra Parc Tenancy change
- STAR survey - summary report
- Neighbourhood improvements in Mount Camel
Customer feedback report
The Consultation and Engagement Team are 'tracking' the progress of resident feedback. This helps the organisation better monitor and report on outcomes. It will also help residents and the Board to check if we are listening and acting upon residents' views, and challenge if necessary.
- Read our customer feedback report for July - September 20
- Read our customer feedback report for April - June 20
- Read our customer feedback report for Jan - March 20
- Read our customer feedback report for October - December 19
We sent out a satisfaction survey to all our leaseholders in June 2019. We also held a focus group meeting in the evening during July, to discuss the results and answer any queries. Our Executive Leadership Team have considered the survey results and the focus group feedback. They have agreed 19 actions to improve our service to you, primarily around better communication.
As a result of the feedback we have updated the Leaseholders' Handbook. A revised copy has been sent out to all our leaseholders.
Thank you for completing the survey and attending the focus group meeting. Please read the full consultation report.
Resident Involvement Strategy 2018-2021
We strive to continually improve our services. Customer feedback is critical to understanding how we are performing and how we can improve. We will use our experience in resident involvement - with tenants and leaseholders - to improve our involvement for our other housing service customers. For more information, please read our Resident Involvement Strategy.
2018/19 RI Impact Assessment
In 2019 we undertook an impact assessment with the tenants from the Scrutiny Panel, which we then shared with the Tenants’ Forum.
Read the 2018/19 RI Impact Assessment report.
The Scrutiny Panel recommended that we engage non-involved residents in this exercise in 2020 – to see if they have different views about the value of involvement and the difference it makes. This will contribute to our review of the Resident Involvement Strategy
There are lots of ways our tenants can get involved with us. You can choose how much or how little you want to do, from answering questions in a survey to becoming a tenant representative for your community.
There are many ways in which you can become involved to improve your local community. Being motivated to get involved can help and inspire others and create a better living environment for all.
Cornwall Housing and Cornwall Council recognise the importance of residents being involved in decisions that affect their homes and lives. We want to encourage involvement and out-of-pocket expenses can deter residents from becoming involved. The Resident Involvement Expense Policy sets out how we reimburse genuine out-of-pocket expenses incurred as a result of involvement. It sets out when we will reimburse expenses, and what is needed in order to claim.
How can I help?
Litter picks - You can ask for our help to arrange a litter pick, this is a great event for all ages. This does not have to take more than a couple of hours of your time. It helps clean up the environment, encourages everyone to be responsible around rubbish and brings people together.
Cornwall Housing can help by providing equipment, bin bags and refreshments. Please contact us for more information.
Estate monitors - We need estate monitors to help make sure that the grass cutting in the local area is of an agreed standard and communal cleaning in some of our properties is being completed to our agreed standard. Could you help with this? This won’t take much of your time; you simply fill in a short survey and send the form back to us in a stamped address envelope. We can visit you in your home or at a local community centre, to talk you through everything that is involved. To find out more, please contact us on the telephone below.
Forming a Tenants and Residents Association - If you would like to be part of a more proactive group in your community and have people who would like to take on committee roles, we can advise you on how to form a Tenants and Residents group. If you want to apply for community grants or have a community project idea, a constituted group could be for you.
You could also become a member of the Cornwall Housing’s Tenants’ Forum.
Public Meetings - If you feel that there are lots of issues in your community we could help you arrange a public meeting. We talk to you first and then can make sure relevant people are invited to your public meeting. For example: Police, Local Councillors, and Cornwall Housing.
Neighbourhood activities or events - Do you feel that your neighbourhood needs a bit of social interaction or just a bit of fun? You could create and organise events with help that can bring your community closer together.
Area representative - Want to be a spokesperson for where you live? Become an area representative. We provide you with information about what this role is and is not. We will also ballot local residents to make sure that they support you as an area representative. You can become a member of the Cornwall Housing Tenants’ Forum and keep local residents updated with a short newsletter once a year.
Would you like to help improve the services that we provide to our customers? Some activities will only take a little bit of your time. The difference that you will make is ensuring that all our customers are receiving a good service standard from Cornwall Housing.
Estate monitors/communal cleaning - If you live in a block of flats and pay a service charge for the landings and stair wells to be cleaned, you can monitor the cleaning service that you receive. It won’t take much of your time and we would come and visit you and talk through what you will need to know. You would fill out a satisfaction form when the cleaning has been completed and send it back to us at Cornwall Housing.
Attending focus groups - We sometimes run focus groups to get a wide range of views on a particular part of our service. They normally last about one and a half hours and we provide refreshments and a shopping voucher as a thank you.
Mystery Shoppers – Mystery shoppers are tenants who help us check our customer care levels by ringing our staff with test enquiries. Training will be given for this role and periodically you will be asked to mystery shop one of our services.
Tenant Led Scrutiny Panel – Cornwall Housing customers on the Scrutiny Panel take an independent look at our services/performances. We hold awareness sessions for anyone wanting to join the Scrutiny Panel.
Complaints Appeals Panel – Tenants on the Panel receive training to enable them to be an adjudicator for stage 2 complaints, with support from Cornwall Housing officers. The Panel meet together twice a year to go through all complaints received by Cornwall Housing and any policy changes - Learn more about the Appeals Panel.
Tenants’ Forum – Since January 2015 all Cornwall Housing tenants have been represented by a single tenant’s forum. The Tenants’ Forum meets monthly in Bodmin to discuss housing policies, monitor services and keep up to date with the wider housing review.
If you would like to find out more about getting involved, please call the Engagement Team on 0300 1234 161.
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