Your October update from Selwood Housing
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Have you had your say yet? |
Our 'Customer conversation' survey, which goes out every three years, was sent to you on 1 October. The survey goes to all customers asking questions about their homes, communities and opportunities to get involved. Many thanks to everyone who has already given their views.
If you haven't seen it yet, please check your junk or spam folder for an email from SurveyMonkey.
If you cannot find the email with your personal survey link, please get in touch with us at makeadifference@selwoodhousing.com or call 01225 715 715 and ask to speak to a member of the involvement and communities team.
The survey closes on Tuesday 22 October 2024, so there is still time to have your say.
As a thank you for completing the survey, there is the option to enter a prize draw to win one of 10 prizes worth £50 or 10 prizes worth £100.
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Find out more about the customer conversation
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Coming soon: a new look for the Selwood Housing website! |
We're excited to be launching a new look for our website in the coming weeks. We've refreshed the website giving it a more modern and cleaner look. As well as this, we've also made improvements to the menu and navigation to make it easier for you to find what you need.
Once the changes are live, we'll be asking for your feedback on the website. Stay tuned for more updates!
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Customer annual report |
We've published our customer annual report 2023-24 for customers to easily review our performance and highlights for the year.
The report shares key facts and figures about services across Selwood Housing, alongside information about lettings and new affordable homes and ways we've involved customers in shaping our services during the year. You can also see how we spend our money and where that income comes from.
You can also find more detail about how we're doing in our annual financial statement and the latest environmental, social and governance report on our website.
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Money saving boiler challenge |
Research by Nesta, the UK's innovation company for social good, has proved that lowering boiler flow temperatures saves money on energy bills as well as reducing carbon emissions.
By dropping the flow temperature on a combi boiler to 60°C rather than 80°C, an average household could save themselves 9% on their annual gas use, without any change to how warm their home feels.
If you have a combi boiler, find out more about the money saving boiler challenge and follow this step by step walkthrough to see if you can make a saving on your energy bills.
For more tips and advice, from repressurising a boiler to thawing a frozen condensate pipe, take a look at our heating and hot water tips and advice page. |
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Complaints report
| Did you know we produce an annual complaints report? Our report provides information on trends within the complaints sector, what we have learned, and analysis on how we managed complaints.
This year, there has been a sector-wide rise in complaints within social housing. This is partly due to increased customer awareness of the complaints process. We have made sure that information about how to file complaints is prominently featured in our customer newsletters, social media platforms and website. We view complaints as an opportunity to learn and grow with our customers, and we make sure we adhere to the Housing Ombudsman complaint code.
Have a read of our full annual complaints report. We have implemented several positive changes based on our learning, some of which are:
Enhanced resources put into place during severe weather conditions. Improving van stock to improve repairs completed at first visit. Assigning income managers as additional resources to support our finance team in managing direct debits effectively. Revising our website to clearly communicate our grounds maintenance service offering. Additional training for our tradesmen in plastering, tiling, plumbing and carpentry to reduce follow-up works and enable more repairs to be completed in one visit. Implementing a post-completion visit by the kitchen team to address any immediate concerns promptly.
To enhance our complaints management, we have expanded our team to include the role of a 'senior customer complaints specialist', and run a customer complaints forum which currently includes six members. The findings of the forum are published on our website here.
If you would like more information on our complaints process, please click below, or you can email complaints@selwoodhousing.com.
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Find out more
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Follow us on social media to keep up to date with what's happening
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