Resident Involvement Strategy
In early 2015 Derwent Living launched a new version of their Resident Involvement Strategy, which runs from 2015-2017.
Putting together the new strategy started at the end of 2014 and included a great deal of customer input. Attendees to the regular Forum meetings took part in consultation on content, format, layout wording and naming the strategy.
The new strategy features an updated and more relevant list of involvement opportunities, and takes into account much of Derwent Living’s digital engagement which now allows for a greater number of customers to be involved than ever before.
Following on from the success of the Green Inspector project, Derwent Living have launched the Clean Inspectors. Residents monitor the standard of the cleaning service carried out where they live.
Using a defined scoring method and comparing to the cleaning specification from Derwent Living’s contractors, Pinnacle, inspectors will carry out assessments and feedback their findings.
If you are interested in becoming a Clean Inspector please contact us via firstname.lastname@example.org or by telephoning 01332 346477 and asking to speak to a member of the Resident Involvement Team. Full training is provided for this role.
Watch this space for further information on this project coming soon…
Homes for Britain Rally
In March 2015 Derwent Living staff and customers supported the Homes for Britain Campaign by taking part in a rally in London. Armed with placards and dressed up as the Home Guard ‘fighting for homes’ staff and customers supported the message of the campaign to end the housing crisis within a generation.
In the run up to the general election, party representatives spoke at the rally to talk about what their party would be doing to support the need for more housing.
Derwent Living resident Steven said “I am very proud to be supporting such an important cause on behalf of Derwent Living. It was a great day that has given me lots to think about. Everybody looked great in their Home Guard outfits, and it was a real pleasure to feature on the pages of several national newspapers.”
Derwent Living Business Plan
In 2015 Derwent Living launched their new ten year business plan, the result of feedback and sessions with staff, board members, customers and stakeholders. The plan is designed to consolidate Derwent Living’s business and keep the organisation operating long into the future: it can be altered so that it remains relevant when economic and political conditions change.
The plan itself is made up of six key areas:
- Our customers
- Our property
- Our people
- Our technology
- Our business performance
- Future development programme
Derwent Living is committed to good customer service and this will continue to be at the heart of decision making. Derwent Living is about quality, affordable accommodation delivered in a well-managed way. In the challenging climate the company will focus resources on providing quality services that deliver what customers need, when they need it. Key customer issues for the life of this plan are welfare reform, income collection and lettings, the use of digital technology, retaining customers, helping customers to sustain their tenancy and value for money.
The customer focused targets within the business plan include offering more choice for online customer service, including online repairs and complaints reporting, and starting with a new tenancy sign up process in 2015. Other goals include achieving overall customer satisfaction of at least 90%, and improving the collection of income in relation to rent arrears, void turnaround times and lettings.