Page 13 - NEHA Annual Report 2023

OUR HOMES
housing stock, including offices. The inspections undertaken in our apartment blocks are effectively
a safety checklist including a visual inspect of fire safety equipment in apartment schemes in order that NEHA complies with the performance standards in relation to health and safety of tenants in our homes.
While these houses and apartments are our assets, we are conscious that we are delivering homes not units. Delivering a quality customer service to our tenants involves maintaining our homes to a high standard by delivering the completion of timely response repairs, annual servicing programmes, planned maintenance, voids works and stock condition surveys. We understand that repairs are important to our tenants and we want to get it right first time.
In 2023 we received a small number of complaints from our tenants, the main themes of which were about lack of communication throughout the repairs journey, repairs not being completed on time and the overall length of time it took for repairs to
be completed. Lessons from the complaints we upheld in 2023 reinforced the need for maintaining a personalised service to our tenants as well as
the importance of regular dialogue with them. The development of A Tenant Support Desk Handbook served to underpin our intent to deliver a repair reporting service which would satisfy both tenants and the requirements of regulation. As a result,
in snapshot, an average of 86% of tenants surveyed expressed satisfaction with the repairs process co-ordinated through the support desk. In addition, the adoption of an approach aimed at resolving any query at first point of contact reduced the number of complaints quarter on quarter by year end.
Annual Report 2023 11