Improving our services

What we promised in 2002:

• Continually improve the services we provide to tenants
• Work with the Council to identify housing needs in the St Helens area and to meet those needs
• Provide flexible packages for rented housing such as furnished lettings

What we did

We have improved our services and developed new ones to provide our tenants with a range of customer-focused services that are accessible, responsive, efficient and local.

Our Repairs Direct service launched in 2004 and changed the way in which repair requests are handled. Tenants are able to call a single telephone number to report their repair, red phones with a direct line to Repairs Direct were installed in local offices and the website was updated to allow tenants to diagnose and report their repair online. We have introduced appointments for repairs so that customers can choose a time convenient to them.

In 2008 the service was further improved with the introduction of One Call. Now as well as calling to report repairs, tenants can call and speak to a trained operator about any housing-related enquiry. At the same time, we introduced local access points and home appointments so that customers have a wider choice of ways to talk to us.

The new choice based lettings service, Under One Roof, replaced the old waiting-list system. This saw the introduction of a new lettings service and gave applicants more choice in where they wanted to live. Applicants can now 'bid' for properties by phone, email or even text message. Available properties for all social landlords across St Helens are advertised in one place each fortnight, as well as on the web, making it easier for those looking for an affordable home to choose the right one for them.

We have modernised the way in which tenants can pay their rent to us. Every tenant is issued with a rent payment swipe card which allows them to pay their rent at the post office or at a Payzone outlet. Tenants can also pay from the comfort of their home by using our telephone or internet payment services, or have the hassle taken away from them altogether by paying by Direct Debit.

Our furnished accommodation service was introduced to provide tenants in need of furniture with a range of options to help them set up their new homes. Tenants requiring furnished accommodation can choose a package containing items to suit them - from carpets to cookers, beds to sofas. All designed to ensure that their home is comfortable and meets all of their needs.

Click here to access our 2010 Promises document (PDF format)>>
Click here to see the Promises movies>>