It's important that our policies are easy to understand, with clear definitions and processes, and that we clearly signpost customers to these policies.
Five customers completed an initial review of our current tree policy and provided valuable feedback and recommendations.
Following the initial review, all customers who subscribed to our Make a Difference newsletter were invited to take part in a short survey to help finalise our customer feedback.
All feedback and recommendations were reviewed, and the following actions were agreed.
| You said | We did |
|---|---|
| It needs to be clearer that trees in gardens are the customer's responsibility. | Details of garden and tree maintenance are explained to new customers at the point of sign-up. Short-term project: We will provide a 'caring for your garden' section on the website, including a link to the policy and useful tips and advice in one of our customer updates to ensure all customers are able to access the information. |
| It's not clearly explained about cost and charges to customers. | We have amended the policy to make it clearer that customers are responsible for charges unless exceptional circumstances have been identified. A specific cost cannot be included as this would be based on individual cases and various factors considered. |
| The first step would be a call into customer support to arrange a visit from the neighbourhood's team to discuss your situation. This information will be made clearer on our website. | We have provided a clearer definition of the word ‘manageable’ and updated the policy to reflect this. |
| Where can I find out how to report an issue with a tree in my garden? It’s not easy to find on the website. | Details of this are on the website under the grounds maintenance section. Long-term project: We will be discussing options with our communications team to create a dedicated page on the website that is easy to navigate and provides advice on caring for your garden, including the maintenance of trees and details of how to report emergencies/safety issues and useful links, including our policy. |
| I am not able to care for the trees in my garden, physically and financially. It’s not clear what I should do. | The first step would be a call into customer support to arrange a visit from the neighbourhood's team to discuss your situation. This information will be made clearer on our website. |
| Is this the same for sheltered housing tenants? | Communal areas in sheltered schemes are maintained by Selwood Housing. Individual gardens in sheltered schemes are the customer's responsibility. |
| Trees in communal areas do not appear to be maintained regularly. When does this happen? | Trees are surveyed by our arborist consultants on a rolling programme, based on risk assessment trees are categorised for resurvey either annually, every 2 yrs, 3yrs, 5yrs. Details of this and the QTRA (Quantified Tree Risk Assessment) can be found in the policy. |
We are inviting customers to join our next focus group, reviewing our tenancy fraud policy.
Tackling tenancy fraud helps us to provide an effective housing service, as this type of fraud affects how we can manage our properties, including dealing effectively with anti-social behaviour or repairs issues. It also affects our finances in terms of reclaimed benefit payments where these have been paid fraudulently. If you would like to join us in reviewing this policy, you are invited to our offices in Trowbridge on Wednesday 4th September 10am - 12pm.
You can sign up to attend by completing this form: ecs.page.link/aTnHB
1 CommentComment on Facebook
Shell Milner, shall we go? It has antisocial behaviour included
Our CEO wanted to speak today to recent events, affecting communities across the UK this week.
"We strongly condemn the riots and disorder, violence and racism that the country has witnessed and our thoughts are with those individuals and communities that have been impacted.
However, it was inspiring to see thousands of people standing together in peaceful protest last night, clearly united in the cause to end the violence.
It is everyone’s right to a safe home and community in which to live and to raise our families. As a local housing association, working alongside key partners, this will remain our continued purpose."
Recognising that everyone has a right to live in their home safely, if you are a Selwood Housing customer and you experience harassment or abuse from a neighbour please let us know via our website www.selwoodhousing.com/tenants-services/your-neighbourhood/antisocial-behaviour/ or through calling our main number 01225 715 715.
You can also report hate crime to the Police through the below links:
Wiltshire Police www.wiltshire.police.uk/ro/report/hate-crime/information/v1/hate-crime/how-to-report-hate-crime/ Somerset and Avon Police www.avonandsomerset.police.uk/report/hate-crime/
Antisocial behaviour - Selwood Housing
www.selwoodhousing.com
View information about anti-social behaviour, how to report it to us and how we deal with these reports here.2 CommentsComment on Facebook
You sound exactly like two tier kier! If you think last night's protest was a good piece full protest then you can thank "the far right" for not retaliating to the hope not hate group after they repeatedly calling us nazis! I can read at least one threat from your post and I personally am offended by that.
Why won't no one say the word ALL COMMUNITIES?
Join Wiltshire Wildlife Trust this summer for some community action and fun wildlife evenings.
Lend a hand and learn about wildlife on the following dates:
👉Friday 16th August at 7 - 9.30pm - Litter Pick & Moth Trap Night
👉Friday 30th August at 7 - 9.30pm - Community Clear Up & Bat Walk
👉Meet at Studley Green Community Association, Lambrok Road, BA14 9HA and do wear your wellies!
Here's a great summary of a project they recently ran with some of our residents at Manor Court, alongside Studley Green Primary School. Their sessions are engaging and valuable for all the community, so we'd highly recommend getting involved if you can!
To register your interest or find out more, please contact Sue at
sued@wiltshirewildlife.org / 07720 896279
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