Moat Home News 32:Moat Home News 32

Involvement works!Continued from page 3maintenance issues with officers. It has been influential inareas such as:• creating a replacement programme of hard-wiredsmoke alarms to ensure that all properties are withinthe Government’s guidelines. This will be done when theproperties have their five-year electrical check.• planning to continue the internal redecorations schemefor vulnerable residents, which had a full take-up of itsbudget last year. We will now be looking at furtherfunding for next year to make sure that as manyvulnerable residents as possible can receive this service,although we obviously need to consider the overallfinancial picture.• MPSG and MRF raised some issues with regards to theredecoration vouchers that Moat offer. We hadfeedback that at times it was difficult for people to usethe vouchers for a number of reasons, such as transport,age and disability. Moat has now entered into anagreement with Crown Paints and all the materials cannow be delivered to the resident’s home. (see page 9)Other areas where residents had an influence include:• the voids and lettings task force: residents were heavilyinvolved in setting the new standards, and checking that itwas working effectively. (see page 8)• the anti-social behaviour review: members from theMRF and other interested residents took part in thereview and with staff developed an action plan toimprove the service.• mystery shopping: trained residents regularly check thecontact centre and other services, and report back tothe head of customer experience. This is used toimprove the overall service.• ideas-catcher panel: residents who have agreed to beconsulted in a variety of ways – for example to dosurveys and focus groups.This feeds into the overallprocess, culminating in the MRF, PPSWP, MPSG and othergroups making better decisions on behalf of residents.• rent in advance: we are continuing to discuss issuesraised by the pilot scheme with Moat officers.As we said, this is just a snapshot of 12 months ofworking with Moat. Can we make a difference? YES, WECAN – AND WE DO!We always welcome new residents. If you think you maybe interested in becoming aresidents’ voice in your areaplease contact yourcommunity developmentofficer.You’ll find theircontact details on theback page of Home News.You askedWE DIDGarden masterpiecesMrs Betty Bambridge in her prizewinning back garden, whichscooped the overall winner prize for the south region.Be part of it!■ Recruitment: Members canget involved with recruitmentfor jobs that have a lot ofinteraction with ourcustomers.They could beasked to help with readingand commenting onapplication forms, or take partin the interview and selectionprocess.■ Repairs partnering: Moat isin the process of choosing a long term partner for our repairs service.Ideas catcher members completed a questionnaire for us, giving us theircomments and ideas for improving the service.■ Annual report: Members helped us decide on the design and contentof our new annual report for residents and homeowners, to ensure thereport was clear and transparent.■ Customer Service Standards: In April 2010, Moat implementedrevised customer service standards to help us continue monitoring ourperformance. Ideas catcher members helped by completing a simplequestionnaire and feedback form.■ Income Recovery: Ideas catcher members have been invited tobecome a part of the project group reviewing all our rent arrears lettersto ensure they are clear and customer focussed.Residents at Bell Hammer, whose communal garden wasthe overall winner in the London area.Moat’s new residents’ panel, the ideascatcher, now has 170 members, givingus essential feedback on our existingservices and ideas for new ones.Membership is open to all of our residentsand participation can be as much or as little as you like.Here are some of the areas the ideas catcher has helpedus with so far.You askedWE DID■ Text Service: Moat is currently looking to introduce a new service usingtext messaging as a way to communicate with our residents. Ideas catchermembers are completing a questionnaire to give us feedback and commentson our proposals.■ Website: We are in the process of updating our website.We intend toinvite members of the panel to join a focus group to test the website andgive feedback and advice on the design and content. Input from residents isessential to ensure we are giving residents what they expect from our site.Residents’ opinions, good or otherwise, are vital to help us review andimprove our services to you.Your feedback will highlight areas for furtherimprovement as well as letting us know where we are doing things right.You can get involved in various ways – telephone surveys, text or emailsurveys, mystery shopping, discussions groups and many more.So if you want to have your say about subjects such as antisocialbehaviour, repairs and maintenance, customer services and many more, thenthe ideas catcher could be for you!If you would like to get involved and would be interested in joining theideas catcher, please call our customer service team on 0845 600 1006 formore information.Moat in Bloom attracted many colourful andfragrant entries again this year, with residentsworking hard to ensure that their gardencaught the eye of the judges.Congratulations to the winners, who will eachreceive a £50 B&Q gift card. The overall winners willreceive an extra £50 gift card from their local arearesidents’ association. Here are the results.EssexBest communal garden Gladden Court, HarlowBest pots or containers Janet Cutting, MaldonBest front gardenMr & Mrs Aldridge,MaldonBest back gardenJane Wells, TollesburyBest vegetables andoverall winnerAlan Birkin, TolleshuntLondonBest communal gardenand overall winner Bell Hammer, EastGrinsteadBest pots or containers Mrs C Junnier and Mrs JLeedham, East SussexBest front gardenMr D Grady,WellingBest back gardenMrs T Jarvis, HaywardsHeathBest use of small space Mrs P Steele, WellingtonCourt, SurreySouthBest communal garden Hamlyn Court, DuntonGreenBest pots or containers Mrs Smith, WesterhamBest front gardenMr R Jackson, TonbridgeBest back garden andoverall winnerMrs Bambridge,CanterburyBest use of small space Dave Harris, RochesterMoat would like to thank our contractors, WealdensServices Ltd, New Green and Connaught for theirgenerosity in sponsoring the categories.This fantastic display by Mr and Mrs Aldridge from Maldontook the prize for best front garden in Essex.45▲