Selwood housing complaints This role may be in The complaint handling process . com. Leasehold and shared ownership buildings insurance summary of cover. 1% of our people feel that we have a positive impact on society and 84. Other payment methods: If you do not pay your rent by direct debit, you’ll need to apply the calculation shown in the 53-week year frequently asked questions to work out how much Our complaints process Customer updates Selwood Housing Society Limited is a company limited by guarantee (4168336). Your Selwood Housing neighbourhood manager or account manager may talk to you about a referral to the tenancy sustainment team to avoid further action. The event was organised by Westbury Churches Together, and supported by Selwood Housing, White Horse Children’s Centre and local health trainers. On Monday 16 October, our Warminster priority neighbourhoods team pulled on their boots and got stuck in, providing some much-needed support for the Incredible Edible community garden on Bradley Road in Warminster. By Paul Walsh, group development director at Selwood Housing Group Many of us are lucky enough to have a place to call home and so it’s easy to think that having a home is a given. She talked to us about her role as a customer support adviser and her experience working at Selwood Housing. Access to affordable social housing is key to building sustainable communities. Direct debit: If you pay your rent to us by direct debit, we will take the extra week into account when calculating your 2024/25 rent payment direct debit amounts. Our complaints process If you are a Selwood Housing tenant and are concerned that there is a crack or hole in your wall large enough for wasps to travel through, please contact us by completing our appointment form or by calling us on 01225 715 715. Our regeneration of a derelict site in a historic conservation area of Trowbridge is nearing completion, with 18 new affordable homes for rent and shared ownership available at McDonogh Court soon. Prior to this Barry was finance director for Metro Newspaper and the Evening Standard. Step 2. Position: Head of housing, response repairs and customer support. The resident complained about several repairs, including a fire safety door, the gutters, issues with A new Housing Ombudsman code came into force on 1 April, and we have made some changes to our complaints process in line with this. Selwood Housing has a number of shared ownership homes that are currently available or that will be available in the future. November 2024. Garden paths. Our survey asks about customers’ perceptions of Selwood Housing and their priorities for us. 8. Tips and advice (1141124). We have recently updated our complaints policy and procedure in line with the Housing Ombudsman's Complaint Handling Code, which came into The resident raised a formal complaint with the landlord on 9 November 2021. Complaints and compliments The cost of renting a garage starts from £13. Barry is Selwood Housing’s health and safety lead We visited two customers to find out their thoughts on the energy efficiency upgrades we installed recently at their homes. Barry manages the executive team and has been chief executive at Selwood Housing since 2007. Our complaints process Customer updates Selwood Housing Society Limited is a company limited by guarantee (4168336). It also covers disrepair claims, complaint Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). What to do if you have a complaint. Stay scam aware. If you're moving out of a Selwood Housing property, there are 5 steps to follow to ensure your tenancy ends smoothly. com Selwood Housing Bryer Ash Business Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). Over the past year we have made various improvements to our complaints process, leading to an increase in customer satisfaction. Our ambition is to build 1,700 more affordable homes Making a complaint. Meet Zoe Ridley, one of our customer complaints specialists. Many of our homes will come with a garden path running from the back of the property to the clothes line. Complaints and compliments If you are a Selwood Housing tenant and are concerned that there is a crack or hole in your home large enough for a rodent to enter, please contact us by completing our appointment form or by calling us on 01225 715 715. Nathan Anscombe, Selwood Housing’s head of programme delivery, explains We own & manage over 7,000 homes for rent and shared ownership in the South West of England. 2% feel empowered to use their initiative in their role; Selwood Housing is a registered charity (1141124). If you feel that our response to your complaint about antisocial behaviour has been inadequate, Selwood Housing Society Limited is a company limited by guarantee (4168336). Related tips. To work with Selwood Housing staff to establish how and why they send communications to customers To consult and review the perceptions of a representative sample of customers Following the review, report a project was put in place by the communications team to act on the scrutiny team’s recommendations. Selwood Housing will never send a text message asking you to make a payment, so please do not click any links – simply delete the message. Dealing with complaints can be extremely stressful, and I am here to support and manage that process, ensuring it is within the housing ombudsman guidelines, and that the customer is happy their complaint was dealt with fairly. Families came to Dilton Marsh to visit the free family fun day with activities for young families. Contact us Solve your Selwood Housing Society Limited Complaints and know your rights with Resolver – the free, independent complaint-resolution tool endorsed by MoneySavingExpert. Apply now. 17 a week for non-customers. It informs customers of recent updates within Selwood Housing and I Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). Sheltered housing service standards Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). If your enquiry is not urgent, please ring later this week. I joined the Scrutiny Team in May 2024 after reading the customer update, which I receive monthly via e-mail. Last updated: October 2024 Review date: June 2027 Complaints & compliments policy Version 11 1. Each year we produce a customer annual report to enable customers to easily review our performance for the previous year. Selwood Housing’s Stronger Communities Fund is a grant scheme aimed at improving the lives of our customers and the communities where they live. It also shows how we involved customers in shaping our services. Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). In addition to the ‘case review’ escalation option, customers also have recourse to highlight their dissatisfaction to the Housing Ombudsman Service, in terms of Selwood’s approach to handling their ASB complaint. Ahead of National Careers Week 2024, we met with one of our customer support advisers, Wendy. Customer updates. Lettings policy. Compliments-and-complaints-updated Our complaints process Customer updates Selwood Housing Society Limited is a company limited by guarantee (4168336). Once you have found a property you are interested in, contact us by completing the contact form on the property listing, or by phoning or emailing us. If you make a complaint to Selwood Housing, find out what happens next and the steps we will take to resolve the problem. We may also use external contractors to help us reduce waiting times for repairs, to provide specialist skills, or during exceptionally busy periods. Over the summer Selwood Housing’s procurement team initiated a review of our current Contractors Code of Conduct as it was due a revision. How long have you been at Selwood Housing? I’ve worked at Selwood Housing since December 2022. Customer feedback is important to us so we can ensure we’re continually improving our services. Are you a Selwood Housing customer keen to help us improve our services? Join our make a difference mailing list! Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). Selwood Housing Society Limited is a company limited by guarantee (4168336). We are authorised and Our repairs service employs a team of around 35 trade operatives. Housing Ombudsman’s Complaint Handling Code. Our complaints process 87. Visit our available homes page for more information. Take a look at our careers pages to find out more about what it’s like to work Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). The free family fun day took place in August and was a great success! A Selwood Housing customer, who cares about organic crop growth for all, invited the team to come and visit their local community garden project, known as Incredible Edible. Highlights included handing over keys to our [] Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). For 2024 we are also asking you to share personal information such as age, gender, ethnic origin and religion. On these pages you can find more information relating to your tenancy including complaints and compliments, customer updates and documents and policies. The customer annual report 2022/23 highlights key facts and figures about our services alongside information about lettings and new homes. Read our latest review. Through their work, they create opportunities for people to make positive changes in their lives. Selwood Housing uses our value for money strategy to plan out how best to balance our costs to provide the best quality service we can. Housing Ombudsman's Complaint Handling Code Our complaints process Satisfaction surveys. Darren Bird - head of housing, customer support and repairs Alex Clark – customer complaints specialist Subject: Compliments and complaints annual summary report Background This document presents data and analysis on how Selwood Housing dealt with complaints in the year 2022/23. You can make a payment at any time by calling Selwood Housing’s smart payment service number on 0203 6504090. Our people 20 Aug '24. Making a complaint. This Code will refer to that person or team as the ‘complaints officer’. If this path has become damaged, please contact us by completing our appointment form or by calling 01225 715 715. Our complaints process To enquire about holding an event on Selwood Housing property or land get in touch with us at 01225 715 715 or info@selwoodhousing. Selwood Housing’s £4m investment, alongside a grant of £1. The customer complaints forum and those who took part in our focus group and questionnaire provided valuable feedback around clarity and understanding. Customer complaints are important and provide direct feedback to help improve the services we deliver. All our operatives are required to wear an official Selwood Housing ID badge when attending appointments. The upgrades were part of our ongoing programme of retrofit improvements for customers living in our least energy efficient properties, including 33 bungalows in Westbury. We own & manage over 7,000 homes for rent and shared ownership in the South West of England. At Selwood Housing, we provide over 7,000 local, affordable homes, with a team of over 300 dedicated people who deliver excellent services for our customers. We are authorised and regulated by the Financial Conduct Authority reference no 739372. Some developments fall within a section 106 agreement. With the increasing cost and unpredictability of privately renting a property, affordable rented housing is in constant demand by working families, those who’ve retired and many more. 48 a week for Selwood Housing customers and from £16. Selwood Housing. From April 2017 to March 2020 we developed almost 600 new affordable homes. You can find out more about our process here and read about the work of our complaints forum here. How did we involve customers? Back in October we invited four customers to meet Mark Mayler, our finance director, to learn all about value for money and why it is important for Selwood Housing and for you, our customers. Pay over the phone. . Pricing sometimes varies by location. We welcome and value this Complaints and compliments. The Social Housing (Regulation) Act 2023 empowered the Ombudsman to issue a complaints are reported to the governing body (or equivalent). 1% of staff agree that they work well with colleagues and 83. Satisfaction surveys. Out of hours payments. Register with Selwood Housing and confirm your desired area/development. After we took an initial look through it, we felt some changes and additions were required but what we really needed was the input of our tenants; the view of those who experience the services as a customer. To rent a garage, complete our application form The homeless charity, Doorway, supports people experiencing homelessness in rural north Wiltshire. If you haven't received the survey, please contact Complaints and compliments. If you need an emergency repair during this Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). But there’s a crisis happening that’s impacting 8 million people across the country and although it impacts so many [] Our complaints process Customer updates Selwood Housing’s stronger communities fund was delighted to provide the last £4,000 required for his skatepark project, which cost a huge £24,500 in total. We are sorry when things go wrong, and we want to Following our customer complaints forum's first meeting in March, we can update you on the progress of this group, along with the first set of results on their findings. We own and manage over 7,000 homes for rent and shared ownership in the south west and are growing. To discuss your alteration, get in touch with our customer support team on 01225 715 715 or at info@selwoodhousing. Our company values are the fundamental beliefs and principles that guide, The customer complaints forum and six customers who took part in our focus group reviewed the content for the policy and shared valuable feedback and recommendations. Selwood Housing does not cover your home contents as part of the tenancy agreement. Our offices are now open again, and we are experiencing a high volume of calls. Selwood Housing Values. Complaints and compliments If you are interested in purchasing more shares in your Selwood Housing shared ownership home, the first thing to do is to call our home ownership team on 01225 715 715 and give notice that you intend to staircase. At Selwood Housing, we understand the importance of communicating with our customers. It’s a good idea to consider what a home contents insurance policy would cover you for, to help you decide whether you need one. This includes Working out how much you need to pay. There are a number of ways we capture feedback, both positive and negative. Our grant funding can be used to cover the whole cost of a project, or as a contribution towards a larger cost. 4m from Homes England, enabled a complete transformation of the neglected site on Polebarn Road with [] Our complaints process You need to tell us about the lift so that Selwood Housing can carry out servicing and maintenance once it's out of warranty. You will need your tenancy number to make a payment. Questions cover your home, neighbourhood, communication, opportunities to get involved and complaints. If you feel that you would benefit from working with a tenancy sustainment coordinator, please speak to your neighbourhood or account manager by calling 01225 715 715 . Selwood Housing is a registered charity (1141124). This can mean that applicants must have a local connection to the area. If you need an emergency repair during this time, please call our out of hours service on 01225 715 715. You can read our latest compliments and New complaints process. On 18 December 2023, Westwood Social Club officially opened new fully accessible toilet facilities. Complaints and compliments It's a great time to join Selwood Housing and our passionate team of people, where you can really make a difference. If you are unhappy with our service we want to hear from you so we can put things right. Read our interview with Amelia and learn about the . Our complaints process. View available homes. Neighbourhood management policy. 01225 715 715 info@selwoodhousing. However, if you have extended the garden path provided and it is this paving that has become damaged, you will need to repair this yourself. Purpose and scope Selwood Housing welcomes complaints and compliments from anybody who has received either a poor or good service from us. Funding from Selwood Housing’s Stronger Communities Fund and Bradford-on-Avon Area Board made it possible for the Our complaints process Customer updates Selwood Housing Society Limited is a company limited by guarantee (4168336). com Face to face By phone Writing to us Facebook – complaints made over social media should be made over direct message to Selwood Housing’s Facebook messenger. Our offices will be closed from 2pm on 24 December and will reopen at 8:30am on 2 We take all complaints seriously and record a learning outcome from every complaint made to Selwood Housing, to help us improve our services. 8% agreed that Selwood Housing has clear values; 89. For more information, read our clear communal area policy and our neighbourhood management I have been a Selwood Housing customer since May 2011. Our offices will be closed from 2pm on 24 December and will reopen at 8:30am on 2 January. How can a customer make a complaint Selwood Housing will accept complaints in multiple way, including: Email: complaints@selwoodhousing. If you receive a suspicious call claiming to be from Selwood Housing, please Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). During office hours, a payment can be made by calling 01225 715715 and selecting the option to make a one-off payment. “It’s been Complaints and compliments Our complaints process Selwood Housing Society Limited is a company limited by guarantee (4168336). Contact us. com or info@selwoodhousing. At Selwood Housing, we provide local, affordable homes. 80% of customers who answered the survey said that Selwood Housing treats them fairly and with respect. nxxnywr ddas apltr lpfpi ftykwt wdvlrkcv itm jidjaw ahgxw tcdihoxg