- New digital sign-up process
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You said:
We contacted customers who recently experienced our new digital sign-up process to collate feedback and suggestions on ways we can further support the customer experience.
The feedback was overwhelmingly positive! Customers enjoy the flexibility the digital process provides, allowing them to access documents whenever and wherever they choose. It also gives customers the ability to refer back to information easily, when needed. The process is simple, easy and straightforward for most customers and those who had additional support requirements were able to have these needs met by either their Housing Officer or family support.
We did:
To further improve the customer experience we are adjusting our process to ensure customers are signposted to relevant information about local community IT support. This includes the locations of libraries, community charitable organisations and IT support helplines when necessary.
- Anti-social behaviour survey
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You said:
Customers in Dormanstown tested a new digital survey for when anti-social behaviour (ASB) occurs. This survey is to ensure that relevant, useful information is gathered which will support open case investigations.
We did:
The ASB survey received positive engagement because it allows customers to access the process through text message, which is much quicker than traditional paper methods. The survey is now live and being used regularly as a more efficient method to obtain information from our customers.
- Removing large household waste items
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You said:
Our customers who live in the rural village of Staithes highlighted the difficulties they were facing when they needed to remove bulky items and rubbish. This is due to the lack of a nearby Household Waste Recycling Centre near their homes.
We did:
Our Housing Officer for the area co-ordinated a free skip provision for the local community in June which received lots of positive feedback from customers.
- Door systems and language barriers
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You said:
Customers at Laurel Court in Eastfield were having difficulty accessing the block due to the sensory door system and also many were unable to understand the signage, as English is their second language.
We did:
We have ordered a new front door system to avoid the breakage issues occurring with the sensor and also requested that the signage be updated to include Syrian and Polish translations.
- Planter removal
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You said:
Within the village of Lingdale, local customers highlighted an issue with some unsightly old planters that were blocking windows and pathways.
We did:
We removed five planters in April throughout the estate and leveled the areas. Customers have provided positive feedback stating how much better the areas now look as a result.
- Anti-social behaviour prevention
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You said:
Customers told us that they felt unsafe and were concerned about anti-social behaviour in Cornfields House, Bankfields.
We did:
In response to this, our Housing Officer took proactive steps to conduct door-knocks in collaboration with partners and they also explored crime prevention solutions, including additional locks and alarms.
- Rainbow Centre donations
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You said:
Customers expressed worry that the food bank at the Rainbow Centre in Scarborough was struggling to meet local demand.
What we did:
One of our Housing Officers applied to the Travis Perkins Social Value Fund and successfully secured £500 for the Rainbow Centre. They also started an internal colleague campaign to raise food donations. This proactive approach meant the food bank was able to continue supporting the increasing needs of local customers.
- Painting colour preference
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You said:
At a consultation, customers of Dovedale Court expressed their preference for purple and white paint as the colours for the communal areas within the block.
We did:
We shared their colour preferences with the Capital Works team so they can prepare for this when the painting starts.
- Green space transformation
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You said:
Customers of Thrushwood Crescent in Marske expressed their eagerness to kickstart a transformative project. Their vision was to convert an area of land adjacent to their homes into a flourishing arboretum. They reached out to us to bring this idea to life.
We did:
Collaborating with the Tees Valley Combined Authority (TVCA), the resident-led project successfully secured a £1,800 Beyond Housing grant through the White Rose Forest’s Trees for Climate programme. This grant aims to enhance the natural environment in the area. Alongside tree planting, the grant also facilitated the installation of birdsmouth fencing around the green space to protect it from foot traffic and vehicles and help preserve the area for generations to come.
- £1 Theatre tickets
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You said:
Customers told us that they loved the £1 partnership offer with Stephen Joseph Theatre in Scarbrough (150 customers used the scheme in 23/24 providing over £3,000 in discounts).
We did:
In response to the high interest, we have strengthened our partnership with Stephen Joseph Theatre even further and introduced six new show offers for 2024/25.
- Communal garden upgrade
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You said:
Customers (including members of the on-site social group) at Bell Close in Seamer, expressed their desire for support in upgrading their communal garden area. Their goals included encouraging new members to participate, and launching an intergenerational garden project in collaboration with the neighbouring school.
We did:
Our dedicated estate caretaker fixed and added raised beds to enhance the garden’s structure, planted fruit trees to enrich the green space, and power-washed and painted outdoor furniture and fencing for a fresh look.