Lessons learned

Sometimes things go wrong and we want you to tell us when they do. This is because we want learn from our mistakes, and do our best to prevent them from happening again.

Here are some examples of our most recent ‘lessons learned’:

You told us that sometimes our contractors are not as knowledgeable when attending works as they could be. This has specifically been around our hot water and heating repairs.

What we are doing:

  • Our Compliance Team are in talks with the contractor to streamline and improve this service. We aim to complete this by September.

We previously updated you on the delays with grass cutting and our contractors, Ideverde. 

Unfortunately since our update they have experienced further staffing issues which have impacted on works. 

Our Estates manager is working closely with Ideverde to support them during this period and are looking at catch up hours to help us get back on track. 

We are amending our leasehold handbook to ensure it is clear about how costs are calculated / apportioned and update the web page also so leaseholders have a point of reference. Training also to be rolled out so staff are aware of the shared ownership lease and how buy backs and stair casing works. We are also going to review our procedures of providing emergency accommodation in these instances.

Get involved

Have your say on our services and influence decision-making across the Trust. There are lots of different ways to get involved - we're making it easier for you to tell us how we are doing and how we can improve.

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