Listening to tenants
Helena is committed to listening to what our tenants have to say and providing a fair and equal service to all.
We recognise that there is no 'one size fits all' approach to involvement and that not everyone wants to come along to regular meetings.
So to help us understand our customers better, and make sure that we are addressing the issues that matter most to you, we have launched a Menu Of Opportunities highlighting all the ways you can get involved.
Take a look at the Menu Of Opportunities.
By listening to your feedback, 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.
There are several ways in which you can get more involved with having your say on Helena services, including:
Customer Excellence Panel (CEP) - The CEP is a group of tenants that meet to review and discuss the services that Helena provides. You will use the feedback gathered via our wider customer surveys and consultation events to help monitor our performance and ensure that we are meeting the needs of tenants - click CEP for details.
One Voice Panel - if you are happy to get involved and provide feedback about the services you receive on a regular basis, you can join the One Voice tenant panel. Click One Voice for more information.
Mystery Shoppers - As a mystery shopper you will test how well we provide services. You might be asked to visit one of our offices, or we could ask you to telephone us with an enquiry. We'll give you training first and ask for your comments afterwards - to find out more click Mystery Shoppers.
To view a full list of the ways in which you can get involved with Helena click Resident Involvement - be a part of it
If you have any further questions, please contact Hannah Fitzhenry, Customer Insight Officer, on 01744 63 73 83.
Responding to your feedback...
We said that we would use your rent money wisely on things that matter most to you.
We did...Ask our One Voice tenant Panel whether you thought it was value for money to print rent statements every quarter. 80% find your rent statement useful, but at a cost of £38,000 per year, almost two thirds of you didn't think it offered good value for money. So, now we will send you a rent statement once a year. You can find out what your rent balance is by contacting One Call on 01744 63 73 83. This year, we hope yo be able to offer you the change to check your rent statement online.
We said that we would build more affordable homes.
We did...Start work on a brand new development of new two and three-bedroom homes in Rainhill. Work is currently ongoing at Ratcliffe Park and will welcome its first residents soon. Homes are available for shared ownership and outright sale - find out more by contacting Helena Living on 01744 63 73 83.