CX Chat January 2025
Welcome to CX Chat January 2025. We're sharing what we learned at our recent Customer Experience Committee meeting. Customer Experience Committee is where residents and Group Board members have their say on important matters. Andy Rawlins, a new member of the Customer Experience Committee talks us through the highlights from the latest meeting.
“Hi, my name’s Andy. I live in Wythenshawe and I'm a leaseholder with Wythenshawe Community Housing Group (WCHG). I joined the Customer Experience Committee to make sure the thoughts and ideas from leaseholders are heard by the Board.
In our January meeting we talked about WCHG services. We work with them to check their services meet residents’ needs.
Tenant Satisfaction Measures
We're pleased all Tenant Satisfaction Measures are above the social housing sector average. But we also know some residents are unhappy with how complaints are handled. WCHG is looking at how it can get better at this. Later this year, the committee will check if the changes are working.
We talked about if people from all backgrounds feel as satisfied with WCHG’s services:
- Residents from different ethnic backgrounds and residents with disabilities were as satisfied
- Older residents are generally happier than younger ones
Work is being done to make WCHG’s computer systems better. This includes a new app to make things easier for residents. It will include lots of relevant information and repair booking.
Have your say
- New ‘Community Voice’ meetings are starting across Wythenshawe. They will be every three months. They’re for residents who want an informal way of helping shape their neighbourhood. Any issues will be shared with the Customer Experience Committee. Progress updates will be included.
- Service Inspectors are carrying on with their great work. So far, they have done 14 inspections of empty homes and communal area cleaning.
- If you live in a high-rise block, you’re invited to join the High-Rise Forum. The group meets every three months to talk about building safety and what it’s like to live in high-rise homes. One resident said, “I like hearing from senior managers about their plans and letting them know my views. They listen, and do make changes.”
You said, we’re doing
Leaseholders said they wanted better communication from WCHG. Now, twice a year they send all leaseholders a tailored newsletter. They are sent with service charge statements.
What’s next
The Customer Experience Committee is planning what to focus on this year. Some of the key topics include:
- Making sure residents get a report on any damp and mould work needed in their home, and work happens quickly
- Improving resident communications, including launching a new app
- Finding ways to improve complaint handling
If you’d like to get involved in any of the resident groups or find out more, we’d love to hear from you. Email getinvolved@wchg.org.uk or call WCHG on 0300 111 0000.”
