We are committed to hearing the views of our tenants. Here are a few examples where we have listened to tenants and made changes to the way we deliver our services.
You said
We did
You said
Cairn needs to better publicise how customers can make a complaint, train staff on how to respond to complaints and learn from complaints.
We did
We updated our information leaflets and website to publicise how to make complaints. We trained all staff on our complaints procedure and developed a new workflow, which ensures our team respond to complaints consistently. We also established a new Learning from Complaints Group, which included tenant representation.
You said
Cairn needs to improve the way it carries out pre-void inspections.
We did
We completed a full review of our re-let standard. We produced a pictorial guide to demonstrate our expected level of cleanliness, and now each member of the senior management team carry out 3 post-void inspections per year.
You said
Cairn needs to refine the sign-up process for new tenants.
We did
We updated our sign up packs and each new tenant is offered a settling-in visit.
You said
Cairn needs to provide better training and increase responsibility of contact centre staff.
We did
The contact centre induction process has been completely reviewed and replaced. The team now shadow colleagues in other teams to increase their knowledge of our services. We have increased their responsibilities so more enquiries are resolved without the customer being transferred to another team.
You said
Cairn needs to improve the communication given to tenants when planned maintenance is due to start in a tenants home or court.
We did
We have created a leaflet on the planned maintenance process, which is given to the tenant before work is due to start. We are also in the process of reviewing the letters we send out, which is being done in consultation with tenants.
You said
Cairn needs to improve their management of service charges and provide clearer information to tenants.
We did
We developed a new Service Charge Policy and improved our approach to managing surpluses and deficits on service charge accounts. We consulted with our Communications Group on designs for clearer service charge statements and a new information leaflet and website page.
You said
“Printed newsletters are expensive and email newsletters are quicker and more effective.”
We did
Due to tenant’s preference for email bulletins and their concerns over the financial implications of producing the newsletter, we have changed our communications so tenants receive an email bulletin every two months and a printed newsletter twice a year.
