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Every year, we complete a Board effectiveness review - and this year we would love to gather some feedback from you to help us measure how you feel your influence has had on our Board’s decisions.
In 2023/24, our board made the following customer focused decisions, using insight and data from customers.
Approval of a decision to change from Decent Homes + Standard to Decent Homes Standard – to allow us to spend more money in areas that customers said was important, such as fencing and communal areas, it was recommended to move to the Decent Homes Standard, which means that we will replace fittings like kitchens, bathrooms and windows within a longer timeframe, saving money that can be spent in external areas of homes. 8000 customers were invited to express their views and following customer consultation, the Board approved the move to Decent Homes Standard and to invest in external parts of homes, too.
Mobilisation of the Fortem investment programme – two customers were a part of the selection panel to choose this contractor.
Delivery of Repairs Modernisation/Transformation – we know a great repairs service is really important to customers, and getting this right is a key focus for us in 2024. We've used feedback from customers, including complaints and survey feedback to help inform how this service should work.
Approval of Independent living strategy – customers told us that supporting people in their homes was important to you. We've used feedback from complaints, customer surveys and consultation to deliver an in-house specialist support service that meets the needs of our customers, support our customers to access the help they need and make our colleagues aware of vulnerable customers and how we can identify opportunities to provide or signpost for support.
Decision not to merge with Ongo Homes due to the lack of clear evidence of better outcomes for customers – 14,544 customers were invited to express their views. 43% of those who responded agreed to the proposal to merge.
Consideration of how to ensure LHP meets the new consumer standards and how to collect diversity data from customers – to ensure LHP can deliver services according to customer needs
We'd like to know how you can feel more connected to our Board's decisions over the coming years, so please let us know your views using the quick polls and ideas boards below.
Every year, we complete a Board effectiveness review - and this year we would love to gather some feedback from you to help us measure how you feel your influence has had on our Board’s decisions.
In 2023/24, our board made the following customer focused decisions, using insight and data from customers.
Approval of a decision to change from Decent Homes + Standard to Decent Homes Standard – to allow us to spend more money in areas that customers said was important, such as fencing and communal areas, it was recommended to move to the Decent Homes Standard, which means that we will replace fittings like kitchens, bathrooms and windows within a longer timeframe, saving money that can be spent in external areas of homes. 8000 customers were invited to express their views and following customer consultation, the Board approved the move to Decent Homes Standard and to invest in external parts of homes, too.
Mobilisation of the Fortem investment programme – two customers were a part of the selection panel to choose this contractor.
Delivery of Repairs Modernisation/Transformation – we know a great repairs service is really important to customers, and getting this right is a key focus for us in 2024. We've used feedback from customers, including complaints and survey feedback to help inform how this service should work.
Approval of Independent living strategy – customers told us that supporting people in their homes was important to you. We've used feedback from complaints, customer surveys and consultation to deliver an in-house specialist support service that meets the needs of our customers, support our customers to access the help they need and make our colleagues aware of vulnerable customers and how we can identify opportunities to provide or signpost for support.
Decision not to merge with Ongo Homes due to the lack of clear evidence of better outcomes for customers – 14,544 customers were invited to express their views. 43% of those who responded agreed to the proposal to merge.
Consideration of how to ensure LHP meets the new consumer standards and how to collect diversity data from customers – to ensure LHP can deliver services according to customer needs
We'd like to know how you can feel more connected to our Board's decisions over the coming years, so please let us know your views using the quick polls and ideas boards below.
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