We Asked, You Said, We Did

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

We Asked

As we come together as one organisation, Radian and Yarlington consulted with all its customers, asking what you think should be a priority for the new organisation. This consultation was important to making sure we heard from you and use your opinions to shape the way we work going forward.

We gave you a list of 11 priorities for the organisation and asked you to rank your top three most important priorities for the new organisation to invest in.

You Said

1332 customers took part in the consultation and 1222 customers ranked their top three priorities. There is little difference between the priorities chosen by Radian and Yarlington customers.

The top three priorities are:

  1. Invest more money into our existing homes (ranked by 61% of customers)
  2. Build more homes in the south and south west (ranked by 48.5% of customers)
  3. Make our current homes more environmentally friendly (ranked by 41% of customers)

Each priority is listed below, ranked by the percentage of customers who placed it in their top three:

  1. Invest more money into our homes - 61%
  2. Build more homes in the south and south west - 48.5%
  3. Make our current homes more environmentally friendly - 41%
  4. Invest more in support for older customers - 37%
  5. Do more to help the homeless in the south and south west - 28%
  6. Invest in customer services - 24%
  7. Invest in local community projects - 19%
  8. Help more people become homeowners - 16%
  9. Develop greater influence with local and national government - 9.5%
  10. Invest more in employment and training opportunities - 8%
  11. Invest more in technology - 8%

It was clear that you would like the new organisation to focus on delivering our core service as a housing provider, really well.

We Did

All of the feedback received will be used to shape the corporate strategy for the new organisation with a clear focus on building more homes, investing in our existing homes and making our homes more environmentally friendly.

Once the new corporate strategy has been launched we will provide a full explanation of how we have made your priorities our core focus for the business.


We Asked

We asked you, our customers to review our proposed Customer Charter. The Charter outlines the service you can expect from us. We asked you if you thought the Charter is easy to understand, clearly sets out what we will do, treats everyone equally and includes everything you would expect to see.

You Said

912 customers took part in the consultation.

Results of the consultation found:

  • 87% of you agree that the Customer Charter is easy to understand
  • 88% of you agree that the Charter clearly sets out what Radian will do
  • 87% of you agree that the Charter aims to treat everyone equally
  • 83% of you agree that the Charter covers everything you would expect

Some customers suggested that we could improve the Charter by being more specific and providing it in different formats to be more inclusive.

We Did

The majority of customers who took part in the consultation were happy with the proposed Charter. These results are very similar to those of Yarlington customers in their Customer Charter consultation.

As an overall majority of customers are happy with this Charter, we will look to launch this as the Customer Charter for the new organisation.

Based on your feedback, we will create and share the Charter in different formats e.g. large print, audio and different languages, to make sure everyone can understand it. The Charter will be created and shared with all customers in the next few months.

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.