Key areas  

 Improving our repair services 

Cambria Maintenance Services carries out three out of four of our day-to-day repairs on your homes with a high level of satisfaction.  Seven out of ten repairs are fixed first time, but we know we can do better. 

We are looking at how we can manage the work better so that we have the right skills and resources to understand what work needs to be done, to get work completed more quickly and to make sure it stays fixed. We have been trialling different ways of working across our teams so that it is easier to share information and make the best use of the resources we have.   

What matters to you is that your repairs are done quickly and stay fixed. We want to explore ways to better manage repairs to combine appointments to make sure our maintenance services are efficient.  

 

Service charges 

For residents at schemes where we provide communal services, being charged fairly for those services is important. Depending on where you live, these charges might cover gardening, cleaning, heating, water and equipment.  

In our most recent Resident Satisfaction Survey a high percentage of residents told us they thought their rent was good value. However, less believed service charges delivered value for money.  

To make sure our services meet your expectations, we are reviewing how we manage our estates more efficiently to keep these charges affordable. An example of this is our biodiversity project. Following consultations with residents at some schemes, we are trialling different types of grass cutting to allow wildlife and plants to thrive to make more efficient use of our grounds maintenance staff.  

Fire safety 

The safety of our homes remains our highest priority. We pride ourselves on our safety record. We carry out thorough and regular checks of our homes and schemes, in line with our legal responsibilities, but we always want to be looking for ways we can improve.  

We are reviewing what we are doing to keep residents safe in their homes, to get a more complete picture. We want to make sure the information we give you is clear, so you understand what you should do to keep yourself, your family and your neighbours safe. This might include the reasons why storing scooters, bikes, prams and other personal items in communal areas and stairwells isn’t allowed and the risks they present. Fire doors are another area where you can help us to keep you safe by making sure they are not damaged or altered and reporting any concerns to us so that we can take action. 

Heating charges in communal schemes 

Residents living in a small number of schemes with communal heating systems are billed individually for their share of the heating bill. This is what we call heat metering. We are looking at ways to make our billing systems clearer, so residents can see what the charges mean, and to provide support for vulnerable people. We are also reviewing the energy companies we use to make sure we are getting value for money. 

Tailoring services 

To make improvements, we listen to what residents tell us and act on that feedback. We believe talking is the best way to do this. Every member of staff leads in their day-to-day work, and we want to make sure they are equipped with the skills to have the right conversations with residents and colleagues. To do this will mean more managers getting out in our communities and listening to what’s important to our residents. 

Don’t forget, if you want to be involved in what we do, or have your say, there are a number of ways to do this.