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Quotes from Staff at Severnside

 

Sarah Boden

Sarah Boden

Chief Executive

Open quotation marks The Board and Executive team really value the challenge and hard work of the Senate. Their personal commitment and collective knowledge is exceptional, and adds enormously to the work of Severnside HousingClose quotation marks

Paul Smith

Paul Smith

Chairman of the Board

Open quotation marks The Residents Senate plays a vital role in the development and approval of policy and operational change at Severnside. As Chair of the Severnside Board, I always look forward to the considered views of the Senate, before we make decisions which will affect the lives of our customers. This is important because the Senate ensures that we are fully aware of the perceived impact that our decisions will have, from a truly customer perspective Close quotation marks

Sue Groom

Sue Groom

Neighbourhood and Community Services Director

Open quotation marks Resident Senate provides valuable scrutiny and health checks for all Severnside customer facing services, standards, performance and strategy.  Their scrutiny of these areas on Severnside residents behalf gives Severnside Board and Executive Team direct input from a strategic level, well informed resident group. Senate keep themselves close to the wider residents by giving a high priority to their own projects e.g. their linkages and strategies projects and through regular reports from other active residents groups such as Customer Panel and Resident InspectorsClose quotation marks

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Postcard to the Senate

 

Some of the Postcards that were sent  to the Senate

 
You said             We did
You told us that two weeks ago you waited five minutes to get to speak to someone at customer service. We asked the customer service supervisor, David Platt, about this. He told us that answering customer calls speedily is one of their team’s key priorities. However, since April 2013, customer services have been receiving a higher volume of calls mainly due to Welfare Reform and they have had some particularly busy days when customers like yourself have had to wait longer than 30 seconds for their call to be answered. They are very sorry that you had to wait so long. 
You told us that grass cutting in your area had been very hit and miss, with 4 weeks between cuttings. You thought this should be checked and are currently keeping a record of when the grass is cut on your own calendar. We asked surveyor Arwel Jones, who will be the manager monitoring grounds maintenance, about this. He said: We are having some service issues of late that we are addressing with the contractor. We are having meetings with Ground Control to discuss these issues. If you let us know the area this applies to, I can use it as an example of poor service and bring it up in the next meeting with them. Grass should normally be cut every 2 weeks according to the grounds maintenance contract schedule for schemes and communal areas, and monthly for the tenants on the concessionary gardens list.  
You told me that the pathway in Holland Close was very uneven and although this had been reported via the scheme manager and via your neighbourhood officer,  it still had not been repaired. The pathway had been repaired in May 2013 but the rest of the pathway had been left. It seems as if there was a mix-up in communication between the different teams at Severnside which meant the problem was not resolved. As a result of your post-card, this was picked up and the pathway inspected and repaired in mid-November 2013. 
You asked if the Senate could look at Service Charges.  We are going to be thinking about our next project soon, so will consider this request when we make our decision. Please let the Senate know if there is anything in particular you wanted to look at about service