Listening to tenants

Helena is committed to listening to what our tenants have to say and providing a fair and equal service to all.

So to help us understand our customers better, and make sure that we are addressing the issues that matter most to you, we are asking all tenants to complete a customer survey.

This survey will be posted out to tenants in the first phase and will help us to better understand who you are to help us to ensure the services we provide do not discriminate against anyone. We will also be looking at other ways for people to complete the survey.

Using some of this information, we will:

• Be able to help resolve your enquiries more quickly and efficiently;
• Help make our services more secure by collecting advocate information so that you can nominate someone to log repairs and other services on your behalf;
• Make sure that the information we provide to you is what you want, how you want it and when you want it.

Please click Frequently Asked Questions to find out more about why this information is important to us.

If you have any further questions, please contact Hannah Fitzhenry, Customer Insight Officer, on 01744 671 557.

If you are interested in getting more involved with having your say on Helena services, click Have Your Say to find out about our Customer Excellence and One Voice Panels, and the opportunity to become a customer inspector.

You said, We did...

When our tenants said that they would benefit from extended repairs hours, we listened. We now offer repairs appointments from Monday to Friday, from 8am to 6pm; evening appointments on Wednesdays until 8pm and Saturday morning appointments from 9am to midday.

We also listened when tenants said they wanted us to improve how we deal with complaints. We introduced a new complaints system in April and are responding to customers in most cases within five working days - half the time it used to take us. In the first three months of the new system, we received 76 initial complaints and responded to 83% of them within target time. We hope to keep improving this figure as the new system becomes more established.