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.
Following customer feedback we will be in discussions with our contractors over the coming weeks informing them of the changes to the Code of Conduct and asking them to sign up to the new agreement. We aim to put this new Code of Conduct into practice from the start of 2025. We will publish the new document on this website.
Please see the table below which capture all the customer feedback, our responses and how we have taken your views on board.
| You said | We did |
|---|---|
| 93% of you felt the draft code of conduct made it clear that we expect all our contractors to respect our customers, their time and their home? But there was concern that some still don't respect the wishes or customs of tenants | It is always helpful for customers to draw our attention to their requirements, so that we can log them into our housing system and endeavour to understand what these might require prior to starting the works on site. If customers ever feel that their wishes or customs have not been respected it is important that they make a complaint, and we will investigate this in line with our complaints policy. The code does refer to the Equality Act 2010, which requires us and our contractors to make reasonable adjustments for how we deliver our services. We do need to ensure an adjustment maintains the safety of our staff and contractors as well as our customers. A good example would be work boots; we would not be able to ask staff and contractors to remove these when they are doing works, because the footwear protects their feet, however where it is possible and does not present a slip hazard boot covers can be used. |
| You raised the issue of toilet facilities for operatives and felt the code of conduct needs to address this. There should be guidance to operatives explaining it is not appropriate to use toilets in a customers' home. | We would not expect contractors or our own staff to ask to use your bathroom. We have now included this in the code of conduct. Customers will need to be aware that a contractor or staff member may need to leave your home temporarily if they require the bathroom. Contractors will be expected to provide their staff with facilities when they are working on projects that last multiple days. |
| It's difficult, as a customer, if the work being carried out has a negative effect on mental health so something needs to be put in place to protect both tenants and workers. | You are right a balance does need to be struck between the customers welfare and staff and contractor welfare. If customers find works particularly challenging, then Selwood Housing can provide customers with additional support from our neighbourhoods’ teams and customer liaison officers. Some works (such as gas servicing and other safety checks) are mandatory and whilst we will do whatever we can to support the customer whilst we undertake these it is essential that we gain access to homes to ensure we can maintain the safety of the customer as well as those living around them. |
| Customers want an assurance that Official ID would always be supplied and worn with maybe a document signed by the operative. | It is essential that our customers feedback to us if ID is not worn by our staff or a contractor. Customers can feed back about some services via the text message surveys they are sent following completion of works, you can call customer services. |
| You also felt more emphasis needs to be placed on contractors following the code of conduct as some of you have had poor experiences over the years which you felt showed a lack of respect for home and property. Issues such as turning up without correct equipment, not clearing up properly, causing damage to decoration, not protecting carpets with dust sheets, failing to wipe or cover boots on entering. | Agreed. It is essential that our customers let us know problems so we can deal with them (we have lots of examples where this has been done). Customers can feed back about some services via the text message surveys they are sent following completion of work. Or you can always use our complaints process. |
| Feedback on separate issues: | |
| You also raised that when a customer complains about work that was carried out in a communal area the contractor often arrives to work on that complaint without the full details of what needs to be done but can't contact the customer who raised the original complaint – this wastes a lot of time and money. | You raise a valid point, and it is Selwood Housing's responsibility to ensure that the contractor has all necessary details before starting any work. In response to this feedback, we will revise our practices and introduce a new section in our complaints policy and procedure. This update will ensure that, when possible, any work in communal areas raised through complaints will be handled internally. If the work requires expertise that we don’t have in-house, we will make sure the contractor receives a complete description of the tasks required. We plan to implement this new process by December 1, 2024. |
Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in April 2023. The TSMs are a set of 22 measures that tell us and our customers how well we’re doing to provide homes and services, and help identify areas for improvement. Our customer surveys are carried out independently by specialist housing research agency Acuity, and during the year they contacted 592 customers by phone. Customers were selected according to tenure, age group and other demographics to ensure that no customer groups were significantly over or under-represented. You can see our 2023/24 TSM results on our website, and summarised in this video.
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We've published our customer annual report 2023-24 for customers to easily review our performance and highlights for the year. The report shares key facts and figures about services across Selwood Housing, including information about lettings and new affordable homes, and ways we've involved customers in shaping our services during the year. You can also see how we spend our money and where that income comes from.
Highlights during the period included progress in our energy efficiency improvements programme, encouraging results from our first year of reporting tenant satisfaction measures, and plenty of community involvement through our Priority Neighbourhoods projects and Stronger Communities fund.
We hope you find the report interesting! Let us know if you have any queries, or if there's information you'd like to see included in future reports. ecs.page.link/zx86R
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Should be interesting.
Here's a snapshot of our 2023/24 ESG achievements, as detailed in our annual report here: ecs.page.link/SdX6h
We join a growing number of housing providers in adopting the principles of the Sustainability Reporting Standard for Social Housing, aligning it to our business process and key strategies like development and asset management. We believe it will provide direction and transparency in our achievement of key sustainability targets like EPC C by 2030 and net carbon zero by 2050.
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Just had our bungalow upgraded with cavity wall, mold proofing, fachers, roof went from a D to a middle C the radiator especially the new one are set as low and it's a greenhouse, saved and going to save a fortune on heat this year thank to Sean Bowden, Nick White, Pete Knight and there team. Yes it's a hassle, yes it takes time, yes there is mess for while but we'll worth it, getting these jobs done helps with heating expenses and helps the environment so win win cannot praise it enough. Looking forward to the next stage and getting solor panels hopefully not in the to distant future. Now all selwood need to do is figure out car electric charging points and I think they'll be sorted. Upgrading the bungalow for us has been a game changer for that I can't thank Selwood enough.
Wish they would upgrade our Bungalow it costs a fortune to heat in the winter ☹️
