Your emails weren't getting through to us.

Introduced a new improved email monitoring system that only filters out "junk" emails. 

Some of our correspondence (emails and letters) was difficult to understand

Reminded staff to communicate without using jargon and in plain English

Some contractors and staff did not wear name badges that were easy to read  

Provided all staff and tradespeople with easy to read name and ID badges

The information about refurbishments on our website was not very comprehensive

Updated and improved the refurbishment section on our website

Some calls to our out of hours repairs service were not answered very quickly

Set stricter guidelines for call answering with our out of hours contractors

You'd like more ways of including you in Chevin's policy development and service improvement.

We've held four ‘policy away days' where policies and procedures are discussed with groups of residents and staff in more detail.

A new Performance Panel of residents and board members will be monitoring performance in all our areas of work, including how we progress with the mystery shopping action plan.

Agreed to continue and expand our mystery shopping project to obtain more feedback on the services we provide.