5 minute read
Tenant Satisfaction Survey – a new approach to listening
Knowing that you are satisfied with the service we provide is very important to us. We’ve looked at the way we collect, analyse, and use your feedback on our services, and we’ve made changes to improve how we do this. We’ve partnered with an independent market research company called Acuity who specialise in working with the housing sector. Acuity will make calls to tenants on our behalf to ask how satisfied you are with Cartrefi Conwy’s services.
Trust in Acuity
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Acuity is bound by the market research society code of conduct. Any information you give them will be treated in confidence and will only be used by us to improve services. We have also worked closely with Acuity to make sure the data we share is secure and meets our Data Protection responsibilities. Why is there a change?
We used to send a paper survey to every tenant once a year, this needed a lot of paper and a lot of time to input and analyse the results. This new approach will help us reduce waste and give us more up-to-date information, more regularly. It means we will know more about what is important to tenants and what is working well, and what we need to do more work on to improve services.
When can I expect a call?
Acuity will make calls Monday – Friday from 8am – 8pm. Acuity will make sure the sample of tenants called is a fair representation of all tenants who live in our homes. Calls will be made throughout the year – we’re sorry but we cannot say exactly when or if you will be called. You may also get a call • after a repair on your home • when you move into a new home • if you have reported an anti-social behaviour incident • or, if you have made a complaint Acuity will ask you a few questions that will help us know what you think of those services and if you are satisfied with the service, or not.
What if I want more information?
We will share what we learn from these surveys in future editions of Together, and on our website and social media channels. All the information will be anonymised, and we won’t share individual feedback or comments. If you want
more information on this new approach, please call Customer Services on 0300 124 0040 or email enquiries@cartreficonwy.org
Our Here to Help Heroes campaign is promoting our local heroes that have gone above and beyond over the last year, truly making a difference to our tenants and the wider community. Meet some of our fantastic heroes. And if you know someone that deserves a thank you, please get in touch.
Mr & Mrs Hargreaves, our tenants from Cerrigydrudion have been praised by their neighbours for their hard work and tireless support in helping others over the last year. “They have never stopped helping throughout this pandemic, always making sure the old ladies are ok in our community with daily phone calls or calling on them. They go out shopping for us to the main supermarkets, and nothing is too much for them.”
One of Creating Enterprise’s Wellbeing Volunteers, Jon regularly braves the supermarket and pharmacy queues in order to collect and deliver groceries and medication to Cartrefi Conwy tenants who are unable to leave their homes as a result of the COVID-19 crisis. He has developed quite a reputation for going above and beyond, recently completing six trips in one day! We are so grateful and proud to say that Jon is a part of our team of fantastic volunteers.
When COVID-19 struck, Jill was unable to continue volunteering on the reception desk at Creating Enterprise’s Mochdre office or with Cartrefi Conwy’s Community Involvement Team. Instead, she signed up to become a wellbeing volunteer, and now makes regular phone calls to fellow Cartrefi Conwy tenants to ensure that they are safe and well and to offer a listening ear. Jill’s dedication and enthusiasm are commendable, and we are grateful and proud to have her on board as one of our valued volunteers. Colin Mathews has been nominated for being “invaluable to his community on the Fron during the Pandemic, helping people with their shopping, making wellbeing calls, helping to report repairs as well as doing gardening work. He has transformed the garden area outside Ffordd Pandy flats and created a beautiful space for tenants to enjoy.” He has also volunteered his time as a councillor helping the wider community with shopping and collecting prescriptions. “Nothing is too much trouble for Colin and is always on hand to help out.”
#HeretoHelpHeroes
It’s amazing to hear how our communties are pulling together to support each other during some really difficult times.
If you know of anyone who has made a difference and you think someone’s story deserves to be celebrated, please do get in touch with the Communications team and let us share their stories.
Do you often think I wish I had someone to help me with my weekly shopping, meet up with for a cuppa and a chat, go out for walk with or perhaps to the cinema or visit local attractions with?
Or maybe you’d like someone to help you do things online or give you emotional support when you’re not feeling your best or just be there to help you day to day. If you are reading this and thinking yes please, then look out for our new ‘Independent Me’ Service which we are launching in September 2021. This service offers tenants and residents of Conwy County a safe and friendly support service. You can choose the type of help and support you need and how often you use it. The payment of this service can be covered by some benefits that you may already receive, for example Attendance Allowance and PIP. If you are not sure what benefits you receive or if you are eligible, we can help you check this.
