skip to search box | skip to content | skip to navigation

Let us know...
Use the buttons below to compliment a service, suggest an idea or make a complaint.

Welcome to Shoreline Housing Partnership

creating communities to be proud of

feedback and performance

Welcome to our feedback and performance page. We will be using this page to feedback to you information on our performance, results of surveys and consultations that we carry out. The links below will take you to the relevant part of the page:

Performance

Survey feedback

Service review panels

Mystery shopping update

Peformance

This section looks at our current performance across a range of performance indicators.

In addition to the above, the Continuous Online Recording System (CORE) run by the Tenant Services Authority (TSA) provides a series of tools you can use to compare different housing associations' performance. The CORE website can be found here: Link to CORE image of clipboard with pencil

All of the performance documents are Adobe Acrobat pdf files.

You will need Adobe Reader software to view them. If you do not have the software installed on your computer, you can download it for free by clicking on the icon below.

All of the documents will open in a new window.

Survey feedback

Every three years we carry out a satisfaction survey across all of our tenants and leaseholders. Carried out by an independant company on our behalf, the information collected is used to shape the services we provide going forward. The latest survey was carried out during November 2009.

An impressive 87% of our tenants are pleased with their homes and the services provided by their landlord, according to an independent survey carried out by the National Housing Federation. These results put us amongst the best performing social landlords in the country with tenant satisfaction with overall services 7% higher compared to the previous survey carried out in 2006, proving that the work we are carrying out to improve homes and neighbourhoods is having real impact. Although we are obviously very pleased with these results, we will now use them to undertake further improvements to service, performance and delivery. The findings of the survey, which was sent to all of our tenants, showed increased levels of satisfaction in various areas of service including:

90% of you found employees helpful
89% are satisified with the quality of their home
88% of tenants who had a repair completed in the last 12 months rated all aspects of the work as ‘good’ or ‘very good’
87% of you are satisfied with the services provided by us
87% of you feel you obtain good value for money from your rent
86% of you are satisfied with the general condition of your home
85% of you are satisfied with the overall repairs and maintenance service
83% of you are satisfied with the neighbourhood as a place to live
82% of you feel that we keep you informed
74% of you think we take account of your views

Service review panels

A service review panel is a group of local residents and tenants who monitor the performance of our services and work with us and our customer engagement officers to make recommendations and suggest improvements. Residents chair and lead the panel, making sure that a range of views are heard. Our officers do not control the meetings but will provide support throughout the review.

This section provides feedback on recent service review panels.

Aids and Adaptations

A recent comprehensive review of Minor Adaptations, involving consultation with the Shoreline Disability Forum, led to several recommendations which were linked into the action plan of the Aids and Adaptations Project Group. The recommendations included ways to speed up the process of assessment and completion of work, re-use of equipment and promotion of the service.

Former Tenants’ Arrears

The members of this review panel were concerned that one of the letters which was sent to next of kin following the death of former tenants who had been in rent arrears, showed a lack of sensitivity to the situation and changes have been made to improve this.

Gas Servicing Appointments

A panel of residents examined the correspondence used in this process and agreed that changes to the layout and content of the letters and cards used regarding gas servicing appointments could result in more tenants keeping their appointments, resulting in less wasted visits and a more cost effective service. The proposals were implemented immediately and results are currently being monitored.

Mystery shopping update

Mystery shopping is just one of the many ways in which you, as a customer, can get involved in shaping our services, be part of a team, examine current policies and procedures and make recommendations for changes and improvements to make those services better.

Our Mystery Shopping team of residents has been monitoring services every month for the past two years and improvements have been made as a result of their reports and comments. Shoppers have commented on how interesting they find it and how fulfilling it is for them to be involved in helping to make services better for all residents. Since the beginning of April mystery shopping is carried out quarterly, with the time needed to complete the tasks such as making telephone calls, writing letters or emails or making visits to our customer service centres, tailored to the availability of the individuals and what they want to do. For more information about mystery shopping and training contact the Customer Engagement team on our main number 0845 849 2000.

More information

For more information on our performance or to discuss how you can be involved please contact the Business Improvement team on our main number 0845 849 2000 or by email at info@shorelinehp.com.