Here to Hear October 2022 – what we’ve learned
From 31 October - 11 November, we were out in Bethnal Green speaking with residents for our Here to Hear initiative, to help us to understand what we're doing well and where we could do better.
Our CEO, Anita Khan, said:
"Going out and speaking to residents is an essential part of what we do. It’s so important for us to remember at a basis level, people are just people. If we can connect that way, it’s far easier for us all to understand each other.”
We spoke with 232 residents and asked them:
- What improvements have you seen in the past 6 months?
- What are the most important things you would like to see from our repairs and maintenance service?
What was the response?
Nearly 50% of the residents we spoke to said they had seen improvements since our last visit. We recognise that there’s still more for us to do to improve this, and we hope that on our next visit this figure will continue to grow.
For our repairs and maintenance service, the most common responses were:
- Better quality of repairs
- Competent contractors
- Quick response times
- Deal with damp and mould
- Keep residents updated on works
During these conversations, some other issues were frequently raised:
- Pests in homes
- Listen to residents
- ASB problems
- Rubbish problems
- New kitchens and bathrooms
What’s next?
The purpose of Here to Hear is that we can gain an understanding of how residents really feel about our services and how we can make improvements. We will continue to focus on the areas that matter most to residents.
If we spoke with you, thank you for sharing your experiences. If we didn’t catch you, we’re sorry. We welcome your feedback and invite you to get in touch.
Next time we’ll visit a different area, so keep an eye out for our next Here to Hear!