ForViva_Annual Report_V16_Digital(2)

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Meeting nationally recognised standards Our accreditations demonstrate our commitment to delivering first-class services to tenants:

They took the courtesy to explain everything and accommodated my mother’s needs

®

as she has sight loss.

The operative went above and beyond to ensure the boiler was safe for us. “ “ Meeting service standards agreed with tenants Our new service standards were launched in April 2017 and reflect areas that tenants said were most important to them. Performance is monitored by tenant inspectors through 80 measures including mystery shopping and phone surveys. In total, inspectors passed 75 out of 80 measures (94%).

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We were awarded Compliance Plus in five areas of our Customer Service

reaccreditation: demonstrating innovation in the areas of new developments, leadership, partnership working, sheltered housing and consultation of tenants.

Influencing service development

• A Tenant Congress monitors the Group’s performance and developed an involvement toolkit providing staff with guidance on how to involve tenants in service changes. • Tenants in our digital focus group helped create the staff and tenant app – First Touch – which improves digital access to services. • The Disability Forum recommended changes to the refurbishment of City West’s Little Hulton office which improved access for tenants with disabilities.

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