Customers living in age-restricted schemes have helped shape a 12-point action plan aimed at improving services, communication and support.
In June, we hosted our second Customer Forum for residents living in age-restricted homes, bringing 20 customers together with senior leaders to share their experiences, discuss what's working well and talk openly about where improvements can be made.
The forum was chaired by Iain Lock, Chief Operating Officer at Alliance Homes and supported by a panel of senior leaders from Alliance Homes, including Cath Stenson, Service Director for Customer Operations, Andy Williams, Service Director for Property Operations, and Matt Sands, Head of Assets and Sustainability.
Service managers and operational leaders also took part in the event, giving customers the opportunity to speak directly with teams, find out more about our services and share feedback on issues that matter to them.
Tom, a customer living in Pill, talking to an Alliance Homes colleague about the painting workshops he delivers for neighbours and other community members
Alliance Homes colleague talking to customers at the Forum event
Graham, a customer who took part in the forum
Customers taking part in the forum
Alliance Homes Service Director for Customer Operations, Cath Stenson, and COO Iain Lock talking to customers during the panel discussion
The event was held to coincide with Age Without Limits Day, a national awareness campaign that challenges ageism and celebrates positive ageing.
Customer feedback from the event has been reviewed and grouped into 12 key recommendations, which we are now focused on developing. The 12 recommendations are:
- Creating a single point of contact for schemes, covering communal spaces and services as well as tenancy-related queries
- Improving communication about contractor attendance and works carried out
- Providing clearer updates on communal repairs
- Carrying out more proactive scheme inspections to identify issues earlier
- Upgrading electrical sockets in older homes
- Expanding electric vehicle (EV) charging points and increasing mobility scooter charging and storage facilities
- Improving digital inclusion
- Resolving ongoing guttering and drainage issues
- Improving subcontractor performance, including better communications, reducing delays and addressing safety concerns
- Delivering more consistent communal cleaning standards
- Reducing misuse of communal bins
- Improving communication for customers with communication adjustments, particularly those who are blind or visually impaired.
Over the next six months, we'll continue to review the recommendations and begin implementing changes where possible. Customers who took part in the forum will receive regular updates on progress, and we'll share wider updates through our ‘You said, we did’ webpage.
Getting the basics right is our priority. We want to deliver services that meet our customers' needs and provide a great experience every day. The Customer Forum gives us the opportunity to hear directly from customers about what's working well and what’s not. We welcome honest and constructive feedback, and we're committed to turning the feedback we’ve heard into improvements for all our customers.
Alliance Homes Chief Operating Officer
Alliance is starting to better understand customers' needs and what it takes to build a strong customer relationship. It's great to see real progress in communication and a growing understanding of customer requirements across Alliance.
Celebrating 20 Years Together
As part of the Customer Forum, we also celebrated 20 years of Alliance Homes.
To mark the occasion, we were joined by Yvonne Mann, who has lived in her Alliance home for the past 20 years. Yvonne helped cut a special anniversary cake alongside Iain Lock and Cath Stenson.