Menu
Listening to you
Print
We’re often asked how we’re listening to the views of customers and acting on them.
So, each month, we’re speaking to our teams and asking: “how have you listened to customers and acted on their feedback?”
Then each month, we’ll publish our top 5 actions that have resulted directly from feedback, either from an individual or group of customers.
Check out the latest actions below and, in time, we’ll build up an archive so you can see everything we’ve done to react to customer feedback over time.
Latest update – July 2024
Estate walkabouts
Following feedback from The Big Conversation Customer Survey we launched customer drop ins in 2023, which latterly were poorly attended. In response, we’ve introduced estate walkabouts starting this month. We want to hear what matters to you and your community so we can work together to create positive change.
The3 first walkabouts are scheduled for Monday 12th August in Lawthorn, Fullarton area, Irvine and Monkton and have been advertised in the August edition of Word on the Street. We will be advertising upcoming walkabouts on our website and socials.
Tenant-Led Scrutiny – Void Management review
The Riverside Scotland Service Improvement Group was established in June 2023 – with support from the Tenants Information Service. In recent years, we have noticed an increase in the length of time to turn around our void properties, as well as increasing costs. The first project of the Service Improvement Group was to review our approach to Void Management, and work with Riverside Scotland to find areas in which we could improve.
Our rigorous review of Void Management policies resulted in 17 valuable recommendations which were presented to Board in May, including transparent tenant communications, resource optimisation, and early issue identification.
We are currently updating our Welcome Brochure as a result of this review.
By actively involving staff, tenants and TIS and adopting a flexible approach to scrutiny we’ve fostered a culture of partnership and continuous improvement.
Join the Service Improvement Group or one of or other customer groups here.
Improving our stock
We’ve been busy with exterior painting across Ayrshire this summer freshening up homes in Irvine and Drongan.
In July we kicked off two major improvement programmes across our stock with our contractor Bell Group. Phase 2 of the Harbourside window replacement programme is now underway.
We also began a kitchen replacement programme in Pennyburn, Kilwinning.
Supporting cust
omers through the cost-of-living crisis
We are committed to supporting our tenants and communities during these challenging economic times and in response to customer feedback have launched various initiatives and partnered with our contractors to support tenants.
Since launching in March our bed poverty campaign in partnership with Bell Group and James Frew, has supplied 2 double beds and 3 mattresses, 1 cot and bedding to tenants.
Following the success of the Big Pennyburn Clean Up event last autumn, we launched a free garden equipment lending scheme in Pennyburn at the start of summer.
In July James Frew donated £350 in supermarket vouchers to Redburn community group for their summer trip to M&Ds.
Derek Blair, Area Manager is pictured passing over a generous £350 supermarket voucher to our Customer Involvement Officer, Gavin Wiffen.
Derek said, “We are always keen to support local events in the areas we operate that align with our commitment to community benefit initiatives. We are delighted to be able to help out with the trip and wish everyone a great day out!”
Website improvements
Over the past few months we have been working behind the scenes to update the content on our website, ensuring information is up to date and accessible to customers. We have created a new Help section making it easier for tenants to access support in one central location. We have also developed a Have your Say section on the site where customers can sign up to get involved in one of our groups.
Here is an archive of our recent actions: