You said, we did

You said: We need to improve resident engagement before, during
and after major works take place.

We did: Contractors and PCH now host meetings with residents in places that large works are happening.

You said: You wanted there to be workshops where residents impacted by major works can meet contractors.

We did: Drop-in sessions have been held by contractors for major works, and new regular PCH drop-ins in neighbourhoods have been introduced.

You said: Improve communication of PCH’s values and customer care expectations to contractors, making sure it forms part of the contract.

We did: Included in the major works procurement process and relevant documents and policies are required. Introduced a new Behavioural Framework describing PCH’s expectations about customer focus.

You said: Make sure poorly performing contractors are challenged and held to account. Make sure complaints are on the agenda when meeting contractors.

We did: Contracts are actively managed and meetings held regularly with performance and complaints on the agenda. Formal notices
(non-compliance notices) are issued when appropriate.

You said: Residents reported that a lack of communication was a consistent frustration when it came to understanding what was happening with the treatment of damp and mould in their home.

We did: The damp and mould team have expanded, with a new Co-Ordinator recruited to provide a single point of contact for damp and mould related matters for tenants, staff and contractors. 

You said: A common reason for damp and mould issues remaining in the home were due to residents not knowing how to report it.

There were inconsistencies with reporting methods, and how accessible these were for PCH residents.

We did: The process and procedure for diagnosing, reporting and raising works for damp and mould has been updated to reflect current practise, to operate more efficiently.

You said: PCH needed to provide clear and transparent information on the progress of any reported damp and mould issue as residents were being left unaware of what was happening, and how long works were expected to take.

We did: Broader reporting measures have now been included to track and monitor damp and mould related performance to ensure PCH is delivering a quality service.

You said: Persistent and returning damp and mould issues was a common issue for residents.

We're doing: PCH will review how it collects damp and mould related data from its stock.

You said: Residents in Southway asked us to look at problems in their area including litter, dog mess and fly-tipping.

We did:

• We’ve worked closely with our Environmental Services team to identify perpetrators of fly-tipping and and remove items as quickly as possible. We've also added a report fly-tipping tool to our website with a map so residents can report it to us quickly and accurately.
• Litter picks were arranged by Southway Community Builder in areas identified by residents. 
• Play parks in the area are owned by Plymouth City Council and we have reported issues to the local Councillor and reporting mechanisms.  
• We're hosting regular drop in sessions so residents can report these issues.

You said: Residents in Plympton St Maurice asked us to look at issues in the area including, considerate parking during school runs, potholes, overgrown gardens and anti-social behaviour.

We are doing:

• We have been reporting issues to Plymouth City Council about the surrounding area, including potholes and overgrown gardens.
• We are working in partnership with the Police and other agencies to tackle ASB including issues with youths in the area (supported by social services, youth workers and schools). 
• We are planning to look at the resources available to ensure cleaning of areas and blocks is consistent across the area.

You said: Residents in Devonport asking us to look at some of the issues in the area including fly-tipping, parking, outdoor spaces and drug use.

We're doing: 

• We've applied for further CCTV and magnetic fob entry doors for some of our blocks in the area.
• We're attending regular meetings with the local Police in the area and are working with the Safer Communities Team to resolve issues. 
• We're asking cars that shouldn't be parked in our spaces to more which is proving effective.

You said: Residents in Liskeard asked us to look at issues including parking, anti-social behaviour and seagulls.

We're doing: We're working with Safer Liskeard to help build relationships in the community and met local Councillors to gain their help. Our Partnership Manager has linked in with service partners in Cornwall to ensure consistency across Devon and Cornwall.