Having your say
We listen to you, we learn and we improve. That’s the Cairn way. And so we’re always keen to give our tenants plenty of opportunities to get involved. To help to shape the services we deliver and assist us in delivering better homes and better landlord services.
After all, you’re living in our developments. You know the issues that affect you and your family, your neighbours, your community. So we want to work hard on the things that matter the most to you.
Our dedicated Communications & Engagement Team makes sure you are heard, and that our tenants are involved wherever possible.
Below, you can see some examples of how tenants have influenced changes in services and a feed of posts with opportunities to get involved.
Cairn needs to better publicise how customers can make a complaint, train staff on how to respond to complaints and learn from complaints.
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.
Cairn needs to improve the way it carries out pre-void inspections.
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.
Cairn needs to refine the sign-up process for new tenants.
We updated our sign up packs and each new tenant is offered a settling-in visit.
Cairn needs to provide better training and increase responsibility of contact centre staff.
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.
Cairn needs to improve the communication given to tenants when planned maintenance is due to start in a tenants home or court.
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.
Cairn needs to improve their management of service charges and provide clearer information to tenants.
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.
“Printed newsletters are expensive and email newsletters are quicker and more effective.”
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.