We Asked, You Said, We Did

Below are some of the issues we have recently consulted on and their outcomes.

We Asked

With a contract up for renewal, we thought it was the right time to ensure we are continuing to provide a good service that is value for money. We also wanted to give you the opportunity to tell us if we should be providing any other services and what you will be willing to pay.

We asked customers whether they would be willing to pay for:

  • Grass cutting removal
  • Handy person service
  • Communal lighting
  • Window cleaning
  • Pest control

We also asked for suggestions on any other services we could tender for.

You Said

  • 66% of respondents said they would not pay for the removal of grass cutting and 21% said they would pay for this and 13% unsure
  • 61% said they would not pay for a handy person service, 21% said they would and 18% were unsure.
  • 82% of respondents said they would not pay an additional charge for communal lighting and only 11% said they would.
  • Window cleaning had the highest ‘yes’ response with 23% saying they would pay for window cleaning however the majority (67%) said they would not.
  • 66% said they would not pay for pest control, 15% said they would and 19% were not sure.

The top three other suggestions made by respondents were:

  • Pathway maintenance or clearance
  • Gardening help
  • Gutter clearing

We Did

We’ve looked at all of the feedback and based on the majority of votes, we will go out to tender for a new estate services contract that includes all of the existing services we offer but does not include any new services.

We Asked

We drafted a Customer Charter which is a group of commitments which set out the level of service you can expect from Yarlington. We asked you to give us your opinion and help us improve it.

You Said

91% of you said that the Charter was easy to understand, 87% of you said it clearly sets out what Yarlington will do and 86% of you said that the Charter aims to treat everyone equally.

We also received some great feedback on how we can improve the charter and each point will be looked at individually and considered against the draft Charter.

We Did

The Customer Charter is an exciting but big piece of work. With the great number of responses we received we’re currently looking at improving the charter, ensuring it is relevant to everyone and working towards launching the finished product to you very soon!

We Asked

We wanted you to help us improve our scrutiny group Challenge and Change. As part of this consultation we asked you the following:

  • Which areas Challenge and Change should review over the next two years
  • Where you want the sessions to be held, whether that’s at our HQ in Yeovil, in the community or at both.
  • When the sessions should be held including both day of the week and time of day.
  • Finally we asked you how long you would like each session to last

You Said

More than 100 of you took part in the survey and provided some great feedback.

The three most popular areas you said you wanted to be reviewed in the next two years were:

  • Repairs and maintenance
  • Anti-social behaviour
  • The condition of a property when moving in

When asked about where the sessions should be held, 54% of you said you would like them held in your community.

When asked what the best day and time to hold Challenge and Change reviews was, most of you said you wanted them to be held after 6pm on a weekday or before 12pm on a Monday or Saturday.

When asked how long each session should last, 80% of you said they should be between one and two hours long.

We Did

As a result of your feedback we have agreed to make the following changes:

  • Over the next two years, Challenge and Change will review the following areas: repairs and maintenance, anti-social behaviour, the condition of a property when moving in.
  • We will be flexible about where the sessions are held with some in the community and some at our HQ in Yeovil.
  • We will ensure sessions are held after 6pm on a weekday or before 12pm on a Monday and Saturday.
  • We will also ensure each session lasts no longer than two hours.

Putting these into action, our first Challenge and Change session will cover the condition of properties when moving in, it will be held at 10am on Saturday 19 January at Yarlington’s Park Lodge scheme in Yeovil and will last no longer than two hours.

To support the delivery of Challenge and Change, we’ve also recruited for a new Chair and Vice Chair who will lead and grow the group, run the sessions and help ensure Challenge and Change influences how Yarlington works.