Customer Forum Blog

Hollie has reviewed with the panel Compensation Policy and Limited contact Policy.

Lee Vardy has shared draft Fire Safety booklet that Customer Forum has shared extensive suggestions on:

Panel has reviewed Fire Safety booklet and suggested wording to be simplified, so that customers are sure what to do, especially when it comes to 'Stay Put' policy.

Panel also mentioned that draft booklet is focused mainly on sheltered schemes as not everyone may have fire doors in their kitchens, even though normal door will block fire to certain extent. Lee said that he will check this with Compliance Team.

Panel also gave more ideas on what to include in the booklet:

• Don't drill front door, use stick on attachments
• Not using paraffin based creams together with electric blankets
• Not plugging electric blankets into extension leads
• Use tower chargers with RCD and avoid 'daisy chains' of electric cables
• caution with portable heathers
• cautions with e-cigarettes and batteries combusting
• advice on charging wheelchairs
• cation of using washer/dryer off peak in aim to reduce bills
• replace open flame candles with electric ones
• If you using open flame tea lighters put them on a plate with dishwasher salt and stable surface
• Caution with plug in fragrance ( i.e. Airwick) that may smoulder when low on liquid
• Keep working torch by the bed in case of power cut
• Sensor lights on skirting board to light up escape route
• Fire Brigade contact details and referrals for free fire blankets and fire retardant bedding
• Information on support agencies like National Grid Foundation

Lee will look into suggestions and agreed to share updated version once is ready and check information with support agencies like Age Uk and 'Better Housing Better Health' scheme and internally.

Panel also asked to ensure that this booklet is given to new tenants when they are moving in.

Panel has also been invited to Lets talk rubbish event at Zion Methodist Church near Fenside Boston 10-6pm.

Panel has met at Admiral Rodney in Horncastle and has met in person to discuss following:

Data Protection Policy with Lucy Dant - Data Protection Officer

Culture priorities, which include:

1. Performance Management

2. Competencies around our behaviours

3. Rewards

4. Recognition

5. Pay Progression

This item was lead by Gary Frobisher - Talent Aquisition Manager.

Service Charge Policy with Daryl Conwan - Rent and Service Charge Manager

John O'Hanrahan - Corporate Head of Customers has led BIG SIX priorities for 2024/25 and Digital journey workshop looking together with Customer Forum at future digital developments, customer expectation, how we can get there.

Meeting has been followed by independent session with Regulator of Social Housing.

John Makinson-Sanders has come to discuss TSMs and has run over our year-end results, how we compare with the rest of the sector and what we plan to do next.

Following that Libby Kerman gave an update on Net Zero strategy.

( You can see presentations under Documents tab on the right if you are on PC/laptop, or below if you are on tablet/mobile)

Our Customer Forum met in July 2024 in our Grimsby Office.

Forum was attended by Danielle Toyne - Neighbourhood & Allocations Manager who gave an update on Housing Ombudsman Fairness & Respect Report:

LHP is only non compliant in 3 out of 23 criteria and current EDI survey will help to resolve it. Any Comments from Customer Forum session will go to Operations Committee.

Next Customer Forum have done mystery shopping on communication between LHP and customers by reviewing random selection of 10 redacted letters. Main suggestion was to make letters more succinct.

Lastly with new Head of Repairs we are taking fresh look at the service. There will be series of workshops to find out what we want from service from staff perspective, involved customer perspective and non-involved customers perspective.

We want to hear from you if you have ideas on how to make it better!

Please email Customer Engagement Team on getinvolved@lincolnshirehp.com.

*** If you need to report repair or complaint about one please email info@lincolnshirehp.com ***

In June panel members had opportunity to attend Climate Change Awareness Training.

It was a full day interactive workshops looking at LHP’s Net Zero Road map, what we need to do to meet our government targets and the steps everyone can take to reduce own carbon emissions at home as well as at work.

You can calculate your carbon footprint here: WWF Footprint Calculator

Tips: How to reduce your carbon footprint | WWF (panda.org)

Our Panel met online in May, and we had a jam-packed agenda as usual!

First on the list was reviewing our new Customer Engagement Handbook. Our panel had some great ideas to help customers understand what it means to be involved with LHP and how getting involved can make a difference, improve services and support communities.

We then looked at how we can better support customers to access digital services, reviewed our brand new Neighbourhood Action Plans, which you'll see more of towards the end of 2024, and shared a new events calendar which will be published very soon.

Our panel meet on the first Wednesday of every month and you can find out more about joining by clicking this link: https://yourvoicelhp.com/join-our-customer-forum

Our Customer Forum met in April 2024 in our Boston Office.

Here's what they got up to on the day:

• Reviewed and approved changes to our Tenancy Policy
• Reviewed and approved changes to our Lettings Policy
• Learned about the new Consumer Standards, which are new regulations introduced for housing providers
• Had an overview of performance information from the last year
• Worked with us to decide the performance information we'll include in our Annual Report.
• Spent some time with HQN to talk about our performance against the Consumer Standards.

The Forum meets monthly, sometimes online and sometimes in person.

Find out more about joining the Forum here