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Wirral Methodist
Housing Association

Oswald House
42 Hamilton Street
Birkenhead
CH41 5AE

Tel: 0151-647-5471
Fax: 0151-647-5178

OPENING HOURS
Mon-Fri 9.00-4.00

Operation of Policy 2011-2012

OPERATION OF THE POLICY 2011/12

 

Four new issues were raised during the year that were formally recorded under the Policy.  These were as follows:

 

·      Standard of refurbishment of property following a major upgrading programme.

 

·      A floor draining shower / wet room where repeated attempts to stop damp penetration into the flat below failed to resolve the problem.

 

·      The quality of a response from the Out of Hours call handling service was called into question.

 

·      Issues relating to the cost of service charge provision at one of the Association’s sheltered schemes.

 

All complaints were dealt with by staff with no referral made to the Board or Housing Ombudsman Service.

 

PERFORMANCE

 

All matters were acknowledged within the target timescale and investigations commenced. No matters were very serious necessitating emergency attention/resolution but none were technically formally resolved within target timescales. Two are still in hand.

 

COMPLIMENTS

 

The Association received 60 written compliments throughout the year of which 52 were through the Repairs Satisfaction Cards.  Compared with 52 and 48 respectively in 2009/10. Written compliments include thanks for the following:

 

·      Appreciation by a commercial tenant over resolving rent arrears

·      A big thank you from a tenant for sorting out her heating

·      Thanks for helping a tenant settle after major water main burst

·      For speed and courtesy in dealing with repairs over previous 12 months

·      For getting rid of a wasps nest

·      To Jan for sorting out a tenants rent

·      From a shared owner’s mother for resolving her housing needs.

 

EQUALITY

 

No issues mentioned above were raised by anyone from a BME background, or from any minority identified through Equal Opportunity legislation.

 

FUTURE IMPROVEMENTS

 

Modifications to the Compliments, Concerns and Complaints Policy have been suggested by the Internal Auditor and are in the course of being considered.