Teign_Annual Report 2018

8 9 Providing opportunity / Annual Report 2018 Scrutiny Our Scrutiny Panel completed a six-month review of our garages during this year and also examined how we meet the consumer standards. We have already implemented some of their recommendations, including carrying our quicker inspections of empty garages, completing repairs to an agreed standard before renting out again, introducing a planned maintenance programme to keep garages in good condition and ensuring rent is collected by monthly Direct Debit in advance. Thank you to all panel members who gave their time to complete this important work. Mystery shopping We completed two mystery shops during this year, looking at how we ensure voicemails are clear and missed calls are returned across a range of issues including repairs, data and Universal Credit advice. The report highlighted variations in how we record messages and a need to ensure all Teign Housing staff check their voicemail more regularly. Compliments Each month we name the Service Stars who have received a compliment or thank you from a fellow colleague or customer. We handed out more than 100 such awards in 2017/18, on everything from repairs completed well, how we support the Scrutiny Panel through to our response during winter’s heavy snowfall. Complaints Of course, not all the feedback you give is positive. We received 57 complaints during the year 2017/18, an increase from 41 last year. To ensure we learn from complaints we monitor what they are about to find any common themes: NATURE OF COMPLAINTS This has shown that repairs is one area attracting more criticism than in previous years. This largely falls to Templer HomeBuild, our new subsidiary company responsible for all aspects of repairs and maintenance. The development of the new company has involved new ways of working and new staff and this is taking time to settle in. We are confident this time and investment will see positive progress as we continue to work towards service improvement. Target Actual 2017/18 Actual 2016/17 Complaints answered on time 100% 96% 93% Service area 2017/18 2016/17 2015/16 Allocations 2 3 4 Anti Social Behaviour 3 3 - Estate services 0 1 4 Tenancy management 1 4 12 Rents and service charges 7 3 4 Repairs and maintenance 44 24 22 Staff and customer services 0 2 2 Other 0 1 2 Total 57 41 50 In 2018/19 we will: Ensure at least 90% of customers are happy with our services across the business Boost the number of enquiries resolved first time to 65% Provide 500 hours of Digibug training to help customers get online