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Connect Issue 9 Featured Inside Pages \01 Tenant Satisfaction Survey 2018 3-7 \02 Royal visit 8-9 \03 Investing in our homes 11 \04 Round the houses 12-16 \05 What’s happening? 20-21 ISSUE 09\ SUMMER 19 News from Clyde Valley Housing Association 01698 268855 www.cvha.co.uk Welcome to Issue 9, CVHA’s summer newsletter We hope you find it interesting and informative and enjoy reading updates on the work of the Association. Lynn Wassell Chief Executive Clyde Valley Housing Association is a growing business and this year and as one of the largest provider of new homes in Scotland, we will welcome over 350 new tenants. As we grow, it’s even more important for us to keep focused on offering better and modern services to our customers and support the most vulnerable people that need our help. During 2019 we will be very much In last year’s survey we saw the Throughout this edition, you’ll also thinking about the future at CVHA. following results: see tips and “info points” on helping We are in the last year of delivering to improve your neighbourhood. / Satisfaction with the standard our “2020 Vision” and are putting CVHA has a responsibility to work when moving into your new together our plans for the next 5 with our partners and influence what home was 86% -down 11% years. That’s why it’s so important happens in neighbourhoods but from 3 years ago to be engaging with our customers much of this is not our direct role more than ever. Our Customer Panel / Satisfaction with the quality of and should not be - so it’s also about is a key part of this. The Panel is not your home was 84% -down 7% helping you to understand and be the only way you can get involved from 3 years’ ago honest about what we can and can’t with us – through membership, as a do for you. / Satisfaction with CVHA’s Board Member, or by simply giving management of your I want to end again on a personal us feedback. We want to do as much neighbourhood was 82% note. You’ll see on page 21 our as we can so that you can help -down 10% from 3 years ago Christina. Over recent years she has shape our future. Our new Customer brought you Connect and a whole Services Director, Fin Smith (see We’ve been working to understand lot more. She will be greatly missed page 20) will lead that work for us. this better and you’ll read about the and CVHA wishes her well for her new investment we’re putting in this In our last edition of Connect we retirement. year and the more detailed repairs promised you’d see more about survey we did and what high quality what we have done about our 2018 means to you. During this year we tenant survey. As well as what will be planning to retender our day we’ve highlighted in this Summer to day repairs service. We know 60% Newsletter, I want to highlight the of our customers think this should importance we place on home and be our biggest priority. If you want neighbourhood. to get directly involved in the work to plan for our future repairs service please let us know. 01698 268855 News from Clyde Valley Housing Association Tenant Satisfaction 01 Survey 2018 3 yearly results You may remember in our Winter edition of CONNECT we gave you the headline results from the largest tenants’ satisfaction survey we have carried out in three years. We promised to give you more details of what you said and what we intend to do and invest in. In this newsletter we are doing just that. Your opinions, reflected in the results, do influence our activities, so to help us to explore and further understand some of the results, we will be carrying out more surveys over the coming year. Overall satisfaction Digital inclusion CVHA Website 39% of you with access to the includes our website and app, so internet have said you would find it they will give recommendations for useful if there were more services further improvements. If this is an and information on our website so area you are interested in and would over the next year we are going like to take part, please contact to make it more interactive. Our Lisa Hughes on 01698 328263 or 89% of you confirmed that you were receive an immediate call back Customer Panel will be scrutinising [email protected]. satisfied with the services provided from us to check: our Customer Service, which by CVHA, a great result for us, but / how satisfied you were with that means that we can still do more the outcome of your call; to increase your overall satisfaction. We will begin by carrying out our / where there are any areas of future surveys in a different way, dissatisfaction for investigation; that will tell us specifically what you and liked or didn’t like about the last time / where required, change our you dealt with us. These are called process and/or our service, “transactional surveys”. provide staff training, etc. We want to better understand As a direct result of these surveys, the feedback you were giving us where we find a need for change about our Repairs service, so by or improvement, we will report this implementing our new transactional back to you through our newsletter. survey method, after you have telephoned our office you will Satisfaction with CVHA staff Our staff and how they deal with you, our customers, ranks highly on our list of priorities, so we were very happy to see that overall 90% of you were satisfied with our staff. Digging deeper into the results we found that 97% of you agreed that you were treated fairly and with respect. Respect is one of our Values at CVHA and as our aim is to reach 100% customer satisfaction, we will continue to develop and support our teams. www.cvha.co.uk 2-3 Tenant Satisfaction Survey 2018 Digital inclusion (cont) Barriers to Internet access We asked customers who had local communities that will give Lack of knowledge or skills, confidence 76% no internet access what were the you the knowledge you need to get Equipment costs are too high 14% barriers that you faced. 76% of online. From the feedback you gave Access costs are too high 5% you said that it was due to lack us we can see that the age group (broadband subscriptions etc.) of knowledge or skills. To help 55-74 (83%) has the greatest need Physical or sensorial disability 4% overcome this, CVHA has teamed for this type of project. Privacy or security concerns 3% up with Barclays Bank (our lender) More information on how to Broadband Internet is not available 2% to run their Digital Wings* project join will follow – check out our in our area - they hold free workshops within website for updates. Other 9% * Digital Wings In 2019 we will be focusing on / 90% of jobs require essential In 2019 at CVHA we will be focusing how we can help our customers digital skills. on how we can help our customers improve their digital skills. improve their digital skills and will be / People are required to access encouraging our customers to work Do you know? ‘digital first’ public services with our partners at Barclays’ Bank, particularly for work and / 11% of adults have never used Digital Wings. benefits. the internet. Here is what they can offer: / Access to the internet helps to / One in five adults do not have make average net savings of / Get the skills you need for the essential digital skills. £200 per year. digital age. 72% of our CVHA / Digital exclusion exacerbates customers are already online. / 50% of individuals that don’t other forms of exclusion and have skills want to acquire them. / Open to everyone – you don’t leads to people being doubly have to bank with them. disadvantaged. / Learn in a time that suits you with bite-size modules. digital.wings.uk.barclays/for-everyone “I joined the Panel back in 2015 Want to get involved because I had a strong interest in housing issues, due to working with people trying to find a home and wanting to have a safe roof over their heads. I found that other members had come to the Panel through different routes, e.g. homelessness or finding themselves in difficult housing circumstances, so sparking their curiosity. We are keen to have our customers get involved in a dialogue about I would say that the work of the our service to them. The most effective way of doing this is through Panel and its recommendations are our Customer Panel. extremely effective in helping the Totally independent of the Association, it is made up of people who are our Association focus on areas where customers, who give up their time to help improve the everyday operation improvements are required, and of CVHA. They scrutinise, analyse and recommend where we can make creating better service for customers. improvements. The Panel findings are presented to the CVHA Board and I not only feel valued for my committees, where they are discussed, approved and implemented. contribution, but I have also One of the Customer Panel members, Sharon Kerrigan, benefitted through membership. shared her reasons for wanting to get involved. It’s an education and I have learned so much – I would definitely Contact Lisa Hughes for information on how you can join recommend it to others”.
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