Under the requirements of the regulator's standards, South Tyneside Housing Ventures Trust is required to:
In the past year, our management agent, South Tyneside Homes, have made a number of improvements to the way in which tenants can get in touch. A Live Chat service was launched allowing tenants to chat with advisors from their computer, mobile phone or tablet. This service has proved very popular and usage has increased during the year
Live Chat is easily accessible on the website by using www.southtynesidehomes.org.uk and looking for the chat icon. There have been huge benefits for tenants using this service as they receive immediate response in a real time conversation with no waiting in call queues and advisors can respond to multiple queries simultaneously.
Tenants are still able to make enquiries in a number of other ways and formats to suit individual needs and preferences. This includes phone, email, letter and in person by speaking to staff.
There is a simple feedback procedure which is published on the website allowing tenants to give their views on services. Last year just three formal complaints were received which were responded to within the set timescales.
There are now 1,241 followers to the organisation's Facebook page, an increase of 241 on last year. Follow STHVT on Facebook to keep up to date with the latest news, information and developments.
In the coming year, further improvements will be made which will make it easier for tenants to manage their properties and their tenancy. A new website will be launched which will include exciting new features including the ability for tenants to book their own repairs online.
It is important that tenants are able to give their feedback and views to constantly improve and develop services. Last year's annual tenant survey showed that 88% of tenants are satisfied with the overall service provided by the company. To help increase this figure, a number of involvement opportunities will be developed in the coming year to help review and improve performance. More information will be coming soon, however if you would like to express an interest in getting involved, please contact the Involvement team on 0300 123 66 33 or e-mail us.