Performance

Here are your top priorities from our customer priority and satisfaction survey,
with evidence of how we are meeting them:
Your top priorities:
How we are meeting your priorities:

1. Provide evidence that you are working towards energy efficiency wherever
you can to save tenants money


As part of the Major Improvement Programme, Castle Morpeth Housing is installing the following items which will improve the energy efficiency of your homes:

1. Central Heating Systems - all new boilers installed will be class A efficient;
2. Positive Ventilation Systems - these ventilation systems are more energy efficient than the traditional extraction systems;
3. Double Glazed Doors and Windows - properties are being replaced with UPVC double glazed windows and doors.
4. Insulation - loft insulation is being upgraded to improve the thermal efficiency of your homes.

2. Provide evidence that you are keeping tenants informed when major
improvements will be done		Castle Morpeth Housing has produced a tenants' handbook which explains what will happen prior to and during the major improvement programme. Our liaison officer will visit you before any work is carried out on your home and is available during the improvement programme should you have any concerns.

3. Provide evidence that you are taking individual needs into account when
improving homes

Our liaison officer will visit you before any work is carried out on your home and is available during the improvement programme should you have any concerns. This visit helps to identify any specific needs or requirements you may have.

For example we have:

1. Provided respite care whilst works are being carried out;
2. Omitted elements of the works (for example some of our residents didn't want new kitchens because of the disruption to their day-to-day lives);
3. Carried out works at a convenient time for you;
4. Assisted with packing and storage of goods and furniture;
5. Assisted with disabled adaptations and installing adaptations.

4. Provide evidence that you are giving tenants more information about when repairs will be carried out

Castle Morpeth Housing sends acknowledgements within 2 working days to tenants who report a repair. The acknowledgement states the target date for completion of the repair. An appointment system will be introduced this year.
5. Provide evidence that when staff are taking a message, someone always gets back in touch

We are actively improving our call monitoring systems to ensure that we respond to all messages promptly.