To make sure you have the chance to shape our services and get your voice heard, we’ve recently started up a focus group specifically for our shared owners.
This group gives you the chance to voice any concerns and let us know where we need to improve and what more you’d like to see from us.
Our latest meeting
At the latest meeting, our shared owners discussed a few topics that they felt needed highlighting:
- Sales
You felt that there were hidden fees and that the overall process was slow. The cost of the survey also seemed high for the amount of work completed.
We’ve since improved our website and have added a fee schedule to explain what costs you might need to pay. We’ll look into this with our Sales team to see what we can do to make sure there are no hidden fees and that the process is clearly set out from the start.
- Sinking funds
You told us that you weren’t sure what sinking funds are for and what they’re meant to cover.
We’ll make sure we improve our information around sinking funds, to make it as clear as possible.
- Antisocial behaviour
You felt that our approach to antisocial behaviour (ASB) wasn’t responsive enough and that you got passed around from one department to another.
We’ve got lots of information about ASB and our approach and service standards on our website, so that you can hold us to account.
- Mixed tenure sites
You felt that the rental properties in your communities weren’t looked after as well as the properties that are owned and that there was some confusion about who has responsibility for repairs that span the different types of tenures.
We’ll speak with our Estates teams that cover your area to make sure that the rented homes are well maintained and how we can update you, so you’re aware of what we’re doing to make sure where you live is well maintained.
- Parking
You told us there were some issues around residents parking inconsiderately in your area and being unclear around visitors parking and abandoned vehicles.
Unfortunately it’s not up to us to settle parking disputes between neighbours, however, we can make it clearer on where the available parking is where you live and also provide you clearer information on how you can report abandoned vehicles and how long that process can take.
You can find out more about abandoned vehicles on our webpage.
- Repairs
You expressed some concern about the affordability of repairs in your home and asked whether we could provide a service where you could access repairs at a reduced cost.
We’ll see what support or access to a repairs service we may be able to offer our shared owners and leaseholders.
We’re committed to keeping you updated on the topics you’ve told us you want to hear more about, but the best way for you to help shape our services is by joining our focus group.
If you’re interested in getting involved, you can fill out the form on our webpage or email customerscrutiny@midlandheart.org.uk. You can also give us a call on 07720 143676.
