Thank you to all customers who have taken part, we value your input and views on how we run our services. Find out more about what our customers have helped with below.
Created with customers
Selwood Housing Values
November 2024
Our company values are the fundamental beliefs and principles that guide, define and shape our culture, identity and behaviour as an organisation.
Six customers joined our learning and development team to get a sneak peak of our proposed new values and behaviours, and to help shape how they should (and shouldn’t) look. Their valuable feedback will form part of a larger report that will be presented to the board of directors in December 2024.
More details to follow.
Antisocial behaviour review
November 2024
The Regulator of Social Housing Neighbourhood and Community Standard 2015 states that social landlords must publish a policy on how they work with relevant partners to prevent and tackle antisocial behaviour in areas where they own properties.
Our policy sets out our approach to dealing with antisocial behaviour in our rented general needs and supported housing properties. It is important to us that we clearly communicate what is classified as antisocial behaviour and what is not. Ahead of our policy review, nine customers joined our focus group to help us ensure we have clear messaging for all customers.
Alterations policy review
October 2024
Selwood Housing recognises that customers may occasionally wish to alter the property they live in, whether due to a change in circumstances or simply to enhance their home.
Our policy sets out the assessment and approval process we use and explains what responsibilities you have as a customer and ours as your landlord.
Nine customers joined our focus group to better understand our alterations policy and provide valuable feedback, opinions and suggestions.
Contractors’ Code of Conduct review
September 2024
Over the summer Selwood Housing’s procurement team initiated a review of our current contractor code as it was due a revision. After we took an initial look through it, we felt some changes and additions were required but what we really needed was the input of our tenants; the view of those who experience the services as a customer.
15 customers then reviewed the draft version and completed a survey sharing their feedback.
Fire risk assessment review (flats and sheltered accommodation)
September 2024
New safety regulations mean we need to share the outcomes of fire risk assessments with our customers in flats and sheltered accommodation.
We invited five customers to join us for a focus group, where they provided valuable suggestions for our customer friendly version of the risk assessment, ensuring the information delivered is clear and understandable.
Development strategy review
September 2024
Our purpose as a housing association is to provide affordable homes to meet local housing need. Our challenge is to ensure we maximise the number of homes we build while retaining our flexibility to deal with new and future regulations regarding quality, safety and carbon reduction.
We held a digital focus group where our customers could share their views on our development strategy to help us ensure our aims and principles meet local housing needs.
Tenancy fraud policy review
September 2024
The fraudulent use of social housing is a waste of an important resource and prevents us from offering accommodation to those in most need.
Five customers joined us at a focus group to better understand tenancy fraud and how it impacts housing associations and the people who are in most need.
Following a presentation, we asked for their feedback, opinions and suggestions to enable us to review and revise our current tenancy fraud policy.
Fencing and boundary management policy review
July 2024
At Selwood Housing, we are committed to maintaining high standards and continually improving our homes. We recognise that the condition of our properties impacts costs, the environment, and resident safety. That’s why we undertake a proactive and systematic approach to fencing management.
Eight customers took part in a focus group to provide their valuable feedback and recommendations for our fencing and boundary management policy.
To complete the review, all customers who receive the monthly Make a Difference newsletter will be invited to complete a short survey to ensure we have a wider representation of customer views.
New build moving-in experience
June 2024
We recently contacted customers who had moved into new build properties within the last twelve months. It’s important to us that we understand the customer experience, what works well and where there are areas that could be improved.
Thank you to all customers that completed our survey. It is good to know that most customers were happy with their new homes and found the home user guide and information useful.
Platinum Court first anniversary review
June 2024
Completed in May 2023, the Platinum Court development in Studley Green, Trowbridge is a mix of affordable rented and shared ownership homes with EPC ‘A’ rating, making them more affordable for the residents to heat along with a lower carbon footprint.
It was the first development where Selwood Housing have been able to influence the design of the development and we were interested to hear what customer’s thought one year on.
Domestic abuse policy review
May 2024
Domestic abuse can happen in any relationship within the home and family. At Selwood Housing, we make every effort to support customers who are experiencing domestic abuse. Our policy sets out our approach to dealing with domestic abuse and applies to all our customers and members of their household.
Seven customers took part in an online review to provide their valuable feedback and recommendations for our domestic abuse policy. They reviewed sections of the current policy and were asked to provide feedback on Selwood Housing’s procedures for clear and understandable explanations.
Unacceptable behaviour policy review
March 2024
On rare occasions, we face complex situations where a customer’s behaviour towards Selwood Housing becomes difficult to deal with. As recommended by the Housing Ombudsman, we are creating a new policy to guide us and our customers in handling such situations.
The customer complaints forum and six customers who took part in our focus group reviewed the content for the policy and shared valuable feedback and recommendations.
All customers who are subscribed to the monthly Make a Difference newsletter have been invited to answer a few questions to complete the review.
Tree policy review
February 2024
Five customers took part in an online review to provide their valuable feedback and recommendations for our tree policy.
They received a copy of the current policy and were asked to review Selwood Housing’s procedures for clear and understandable explanations around the maintenance of trees located in gardens.
To complete the review, all customers who receive the monthly Make a Difference newsletter were asked to complete a short survey to ensure we have a wider representation of customer views.
Reporting a repair review
September 2023
We invited seven customers to a focus group to provide valuable feedback and share their recommendations on how we communicate the process when reporting a repair.
Equality, diversity and inclusion customer policy review
July 2023
We invited five customers to review Selwood Housing’s customer equality, diversity and inclusion policy.
Five sections of the policy were selected, and our customers provided feedback and recommendations on clarity, simplicity and inclusivity.
Lettings policy review
March 2023
We invited six customers to review our lettings policy and to comment on themes that had been presented to us over the previous 18 months: domestic abuse, direct lets and non-traditional households.
Pets and animals review
February 2023
We invited five customers to take part in our pets and animals review.
Our customers were asked to examine our policy and guidance and then join us in focus groups to discuss how we might improve things.
Earlier reviews
Learning about 'value for money'
October 2022
We invited four customers to meet with our finance director to learn about ‘value for money’, why it’s important and how it governs the way we do business.
Lettable standards policy review
September 2022
We invited six new customers to talk to us about their experiences with moving into their new property.
We wanted to find out what is important to customers to help us update our Lettable Standards policy.
Enhanced Landlord Service review
August 2022
We’ve recently reviewed our Enhanced Landlord Service. Over the last few weeks, our sheltered housing customers have had the chance to have their say about the current service they receive.
Damp and mould
July 2022
We invited four customers to help us review our damp and mould procedure and principles. They were asked to examine our procedure and principles and then join us in a focus group to discuss how we might improve things.
Customer incentives policy
June 2022
We’ve been working with customers to review our policy which presents how we incentivise (through offering shopping vouchers) our customers who volunteer their time with us to improve our services.
We Are All Selwood Housing
May and June 2022
Eleven customers participated in our customer training programme called We Are All Selwood Housing. The programme was offered in person and online.
There were four, half day workshops covering topics such as the history of Selwood Housing, governance, community, services and lettings.
Learners increased their knowledge of social housing, how we operate and were encouraged to apply to become part of our board or scrutiny team.
Stronger Communities Fund review
May 2022
We invited five of our customers to help us review our Stronger Communities Fund.
Our customers were asked to research our offer and then join us in a focus group to discuss what they found and how we might improve things.
