Exclusive events for Members
Members of Broadland get invitations to exclusive ‘behind-the-scenes’ events.
In May, we looked at Independent East, Broadland’s new partnership with 4 other local housing associations (Orwell Housing, Saffron, Freebridge and Havebury Housing). The aim of the group is to share experiences and knowledge, but also to look at ways of working together that will benefit all our tenants and staff. The seminar looked at some of the work that has already started and our ambitions for the future.
In April, for the first time since the outbreak of Covid-19, our Chief Executive Michael Newey spoke to Members in person and online, about how we coped with the pandemic.
You can watch the two presentations.
Sign up now for members-only invitations to further events.
Learning from complaints
We have seen an increase in formal complaints over the last few months. As expected, we are receiving more complaints about repairs whilst we are trying to schedule the backlog. This increase in complaints has meant we are not able to respond to all complaints within our published timescales. We appreciate your patience as we work through these.
Complaints are an opportunity for us to learn about how we can improve our service. We have identified the following learnings between April and June:
- Aids and Adaptations - a review of our Aids and Adaptations policy and process, including timescales and how we can improve communication with tenants.
- Repairs - we will incorporate any learnings about repairs into the future project about how we schedule repairs.
- Out of hours - we will review any out of hours emergency repairs by 10.30am to ensure we are able to prioritise follow-on works and communicate promptly with tenants.
In the January edition we will publish our updated Self-Assessment, which will provide more information on our progress against the Housing Ombudsman’s Complaint Handling Code.
