Derwent Living was awarded a coveted landlord accreditation by the Tenant Participation Advisory Service (TPAS) – achieving a high score for involving residents in the organisation.
It recognises the commitment to and standard of resident involvement. The process involves a thorough and strong assessment and looks at evidence and interviews with staff and residents.
Jenny Topham, TPAS head of corporate services, presented the award at a celebration of involvement event in October. She praised Derwent Living and its customers for their partnership approach to improving services. Jenny said: “We got a real sense that involvement is important throughout the whole organisation.”
Hundreds of customers of all ages enjoyed a fantastic day out to the Lincolnshire resort of Skegness in August.
Coach-loads of residents set off from across the East Midlands, destined for the seaside.
On the way there everyone was consulted on our opening hours and what they thought of them. This feedback is invaluable and will be used to improve the service that all our customers receive.
Everyone that went had a great time and even the sun stayed out.
Customer call out
During June all staff members, from Directors down, aimed to call 25 customers to ask them how things are going. Ask if they are happy with us? What would they change about us? And also give the customers the opportunity to raise any other issues with us.
The ‘Customer call out week’ was a great success. We managed to speak to and complete feedback forms for a massive 1025 customers! Maybe you were one of them?
In the first 12 months of the community volunteer project, the team inspected and reported on 51 schemes across Derbyshire, Nottinghamshire, Leicestershire and Lincolnshire.
Volunteers checked on how schemes looked. The check list includes things like litter, graffiti and landscaping. They awarded 56% of schemes an A grade. 41% of schemes were given a B grade and three per cent of schemes received a C grade.
Each time the relevant housing officer responded to the volunteer with a report on what actions would be taken as a result of their comments. Over the year, 138 actions have been generated as a result of volunteer comments.