Page 10 - NewsletterWINTER_2016
P. 10

Chief Executives Report
Our Team
Tenants Satisfaction Survey Results – Your Views
Housing Management

Tenant Satisfaction – Day To Day Response Maintenance                                                  Charlene Brown (Housing Administrator)
                                                                                                       presenting £50 cheque to Gerald McDonald at our
                                                                                                       scheme in Aghagay Meadows, Newtownbutler.

Telephone Surveys For Day To Day                   Congratulations to our winner Gerald &              Photo above is of one of our properties in
Response Maintenance                               Majella McDonald completing the tenant              St Pauls Close, Castlewellan which saw the
                                                   satisfaction repair response telephone calls.       replacement of external windows and doors
As well as overall satisfaction surveys we also                                                        along with kitchen replacements.
monitor performance by undertaking individual      Planned Maintenance
repair completion surveys for different parts
of our service including the repairs service. We   2016 saw the Association embark on its largest
appreciate and understand the disturbance that     programme of planned maintenance projects,
getting repairs works completed can cause and      with 92 properties included within our annual
as a result we expect high standards from          External Cyclic Maintenance (ECM) programme
our Contractors.                                   which includes external redecoration, repairs
                                                   and washing down surfaces. With a further
In order to monitor this process one of our        85 properties included in our Multi Element
officers contacts each tenant after they have      Improvements (MEI) programme which is
repairs completed to seek feedback regarding       spread across 10 separate schemes and includes
their overall experience; from the Contactor       replacement boilers, kitchen upgrades and
making a suitable appointment to how the           replacement of external doors.
Contactor conducted themselves within your
property. We also look at your experience          Going forward the Association has agreed a
when you contact the Association to report a       5 year programme of planned maintenance worth
repair and how helpful our staff were.             £1 Million pounds in which approximately 50%
                                                   of the stock will receive either new kitchens,
We are grateful to all of you who continually      windows, external doors or boiler replacements
provide us with this important feedback and        amongst other planned maintenance. This
appreciate the time you have taken to answer       demonstrates the Associations further
the questions. As an incentive for tenants to      commitment to the constant improvement of our
participate in these surveys the Association will  properties and ensuring that tenants are able to
continue to offer regular prizes.                  live in high quality housing with affordable rents
                                                   in Rural Locations.

10 : newsletter 2016 : Rural Housing Association
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