How your feedback makes a difference
By completing surveys and joining focus groups, you help us identify what’s working well and where we need to do better. Below are the outcomes from engagement activities.
Tenant involvement summary
This is a summary of our tenant involvement activity between April and December 2024
We've been busy preparing to recruit for three new panels:
- Repairs Panel
- Young Persons' Panel
- Complaints Panel
The panels will be key in shaping the delivery of housing services.
Outcomes from involvement
We've:
- reviewed and amended our repairs and maintenance policy
- made links on our webpage more prominent and easier to follow
- developed training guides for front line staff on recognising and reporting a complaint
- created easy read posters on how to provide feedback to us and displayed these in all transitional and independent living sites
- implemented new processes in our neighbourhood operations team
Want to know more?
Email tenant.involvement@centralbedfordshire.gov.uk to join the Tenant Involvement Register and have your voice heard.
Resident focus group May 2024: How we handle complaints
This focus group was organised to talk about how we handle complaints and find out how we can improve. Following the meeting, we have already made some positive changes:
You said: “We live in transitional accommodation and didn’t know how to complain.”
So we: created easy-read posters and displayed them in all transitional and Independent Living sites.
You said: “We were prevented from complaining on the phone and the complaint was dismissed.”
So we: developed training guides for front-line staff on recognising and reporting a complaint.
You said: “We were forced to complain in writing or access the web form.”
So we: developed in-house training for staff on accepting complaints over the phone.
You said: “There wasn’t consistent communication during my complaint investigation.”
So we: revised complaint handler refresher training to cover the importance of regular communication.
You said: “We are unaware of who the Ombudsman is and their role.”
So we: provided clearer information about the Ombudsman on our website and when contacting our customers.
If you would like to make a difference to the services we provide, sign up to join one of our upcoming focus groups.