Consultation Feedback
Since launching in March last year, we have used this engagement platform for competitions, fun polls and general information. We have utilised this towards the end of the year to add consultations for our customers to review. Some of the consultations we have chosen in 2024 are below and will shape some of our policies, procedures and processes as we go forward.
Consumer Standards- October 2024
This was issued by the regulators in April 2024 and focuses on making sure we hold the correct information on our customers and how we use this information to ensure our services best match the needs of our customers.
Ref- Diverse needs (section 2.1.1)
Registered providers must use relevant information and data to:
a) understand the diverse needs of tenants, including those arising from protected characteristics, language barriers, and additional support needs; and
b) assess whether their housing and landlord services deliver fair and equitable outcomes for tenants.
Please click here for the feedback from this consultation
Decant Policy- October 2024
This decant policy and procedure is in place, to ensure customers are supported, informed, and accommodated during times we may need to move a customer out of their home, which is known as ‘decant’. Orwell recognises that moving home is a stressful time, particularly when it is not the customer’s choice.
We aim to ensure that there are clear guidelines and procedures for the fair and efficient management for supporting customers that are required to move out of their home whether it be temporary or permanent.
This draft policy that was reviewed by My Orwell Voice members is below
Please click here for the feedback from this consultation
Tenant Satisfaction Measures Survey- November 2024
The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance.
The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
Orwell employed an external agency called TLF to undertake the survey on our behalf, calling a random sample of tenants on a quarterly basis during the year. They have completed the first year of phone calls.
Our scores will be submitted to the social housing regulator in June who in due course will publish national league tables showing how we compare to all other social landlords and local authorities across the country.
We are currently following up the comments received from customers about our service and prioritising the areas with the lowest level of satisfaction.
For further information, please view the link on the Orwell website here
Please click here for the feedback from this consultation
How do you want to share your voice? - February 2025
Over the last few years, we’ve increased the ways that you can provide us with feedback and have your voice heard.
This includes surveys, complaints and compliments and increasing the number of events we host across our communities, this year we have some special projects- watch this space!
To make sure we focused on what really matters to you moving forward, we asked for your feedback back in February to make sure your voices were heard, so we can engage with you in a way that suits you.
Please click here for the feedback from this consultation
