Year in review – Miles Platting

Later this year we will be publishing our annual report for 2011/12. This is the fifth in a series of articles about the year just finished.  We would like your feedback to help shape our annual report.

We started the year by asking all our tenants in Miles Platting to let us know their view on the services we provide to them.  90.7% were satisfied with our overall service while 85.6% of tenants were satisfied with our repairs service.

We are very happy with these results, and we would like to thank all those tenants that took part in our survey.  While some of our tenants have noticed an improvement to some of our services they highlighted areas where they think we could be doing better.

The main area for improvement highlighted, was the way we handle anti social behaviour cases in Miles Platting.  We have already taken some steps during the year to help improve this service by making sure complainants are contacted regularly, working even more closely with the local police and wardens and putting in place an independent anti social behaviour team to review our cases.  We will continue to work in improving the way we handle ASB in Miles Platting over the coming 12 months.

Customer Service at the local office was delivered consistently during 2011/12.  Over the year, the team at Miles Platting have answered 11,781 phone calls; over 85% of them within 15 seconds, carried out a weekly inspection of the estate and all the tower blocks, dealt with 386 rehousing applications and served 14,078 visitors to our reception.

At the same time our neighbourhood work saw additional funding coming in from Sport England to provide football coaching sessions in the area as well as obtaining a grant in partnership with local organisation MERCi to promote recycling in the Tower Blocks.

In 2012/13 we will be moving to a new office which will provide a more pleasant environment and better facilities for our tenants.  We hope to equal our previous good results from the tenant satisfaction survey and we will see our planned maintenance programme get underway.  This will allow us to keep the homes in the area maintained to the same high standard that they currently are.

What services do you think we should be focusing on and prioritising for improvement in Miles Platting in the year ahead?