Cosmopolitan Housing Association aims to deliver excellent services and welcomes all types of feedback, whether the service you have received has been excellent, average or not so good we need to know about it as it enables us to learn and improve.

 

Your views are important to us and to show that we do listen we have listed below some of the items you have told us about and what we have done as a result.

 

YOU SAID	WE DID
Make the rent statement easier to understand	A new look rent statement was created simpler with larger fonts, no abbreviations and clear contact details for enquiries.
Improve the standard of empty properties before letting to new tenants.	We worked with the Repairs Review Team to develop a new standard.
Shared Owners and Leaseholders would like to be able to call in and speak to staff	Drop in surgeries now held once every month.
Hallton Lodge residents want somewhere safe for their children to play	Funding has been secured to transform an old play area into a new challenging and exciting play space.
When offering incentives for residents to return or take part in surveys allow them the opportunity to donate the incentive to charity	As part of the Anti Social Behaviour policy review in January 2010 we used this incentive and 25% of respondents chose to donate to charity if they won
Anti social behaviour being caused by youths in Halton Lodge Runcorn.	We obtained an injunction against the ringleader stopping him from causing anti social behaviour in the area
Refer to people who have suffered anti social behaviour, particularly domestic abuse as survivors not victims.	The Anti Social Behaviour policy has been reviewed and where appropriate the word victims has been replaced with survivors
To get the most feedback from people using the Anti Social Behaviour service ask them if they are satisfied throughout the complaint process, not just at the end.	As of March 2010, we will be asking for feedback from those customers using the Anit Social Behaviour service during their complaint.
The anti social behaviour diaries are too 'long winded' and not user friendly	Changed our diaries to make them more user friendly
Make it easier for resident to give feedback by making the web site more interactive.	On line forms are now available for making complaints or giving compliments or comments.
Make the sign up process for new tenants quicker.	The sign up process has now been streamlined with follow up information being provided during post tenancy visits.
The rent statements are complicated and difficult to understand.	In consultation with residents the rent statements have been re-designed into an easy to read format.
Improve the standard of communal and window cleaning services	The communal cleaning contractor has now been replaced
Halton Lodge residents complained that their wheelie bins were being set on fire	In partnership with Halton Borough Council Environment Health and Area Forum lockable wheelie bins have been provided
Resident in Beckwith Court, Birkenhead complained that their post was being stolen from communal post boxes.	Individual post boxes have now been installed.
Residents complained that contractors were leaving repair works uncompleted without notification of when they would be returning to complete the works.	Operatives now have to book any appointments for follow on works before leaving a resident's property.
Residents advised that our complaints process at Stage 3 was too formal as their only option was to take it to an Appeal Panel	An independant Review Team stage has now been incorporated into the the Stage 3 process.