Examples
Examples of Poor Communication, or difficulties with accessing services. At the moment we are looking for things that describe the residents' experience rather than guessing at causes or solutions
Starting to group these into themes
Knowing How To Report a Repair
Not clear who too report to, because there are so many different departments for example: defects, repairs, lifts and others.
Being Able To Access The Methods of Repair Reporting
- Resident might not have the resources to report a repair. For example: no phone line, no internet and no credit on mobile phone.
Question - do we have any evidence of this?
Getting Feedback About a Repair
- It's very difficult to find out about the progress of a repair - often the repairs desk don't know, or pass the resident to Connaught.
- No clear feedback about what is happening with a repair or sometimes no feedback at all.
Getting a Believable Target DateNot Understanding Which Repairs Are Rechargeable
- Residents receiving unexpected recharges for repairs due to wrong call outs and/or misunderstanding of expectations of service repair services when reporting a repair i.e. what could/should be tenants’ repairs responsibilities.
Poor Communication Around New Builds
New build defects not being communicated to the repairs team or managed in a consistent way (we know ISHA are just changing the process around this)
Poor Communication Around Occupancy Changes
- Repairs needed after vacation and before re-letting not communicated to the repairs team?
Things Which Don't Fit any of the Themes Above
- The resident might feel not fully listened to or understood which might result into feeling less valued.
(JE: do we know of such things happening?)
Using this section to hold other ideas which people have come up with which appear to suggest causes or solutions rather than Resident experiences. We won't lose these, rather we will hold on to them to use as check questions when we look at the ISHA Process (e.g. How do you check the information that a resident reports to avoid the wrong repair being done?)
- The working relationship between staff and the resident(s) might not be good because of previous allocation(s).
- Staff might have a heavy workload, which might result in forgetting or misjudging repairs or communication.
- Inadequate programmes or resources
- The description the resident gives might be misunderstood and therefore resulting into the wrong information being passed on or maybe even a wrong repair getting done or being done.
- The contractors or repairs team not having the right information or plans from the building.
- The description the resident gives might be misunderstood and therefore resulting into the wrong information being passed on or maybe even a wrong repair getting done or being done.
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