'You said, We did' is where we capture feedback from complaints, forums, direct communications and consultation and show what we are doing to make improvements in response to that feedback.
You Said - We Did
Capital Works Communication
You said: Tenants told us they wanted better communication during the roofing works carried out by Blueline Roofing. Many felt they weren’t always kept informed about timelines and progress.
We did: In response, we’ve made communication a top priority. Blueline Roofing has worked closely with MDC to improve updates to tenants, ensuring clearer and more regular information is shared about the ongoing works. Both MDC and Blueline Roofing are undertaking walkabouts to view the works in progress and, more importantly, speaking directly to tenants. This allows us to hear your concerns firsthand and act quickly and address them.
You said - We did
Bluelines Roofing, a trusted contractor, has been appointed to carry out essential roofing works. Since April, 62 Council properties have already benefited from new roofs as part of this project. This work is part of our wider five-year capital works programme, which includes upgrades to windows, doors, kitchens, bathrooms, electrical systems, as well as roofs and rooflines
We’ve heard from tenants - through both written and verbal feedback, pulse surveys, and conversations with Housing Management Officers and Bluelines staff - that there’s a strong desire to know more about these improvement works. In response, we’re making every effort to keep tenants informed and engaged.
To support this, Bluelines hosted a community coffee morning on The Green, Maltby Road, on 8th August. The event gave residents a chance to speak directly with the team, ask questions, and learn more about the works taking place in their neighbourhoods. Councillor Anne Callaghan, Bluelines staff, and local tenants were all in attendance.
We’re committed to keeping you updated as the programme progresses and encourage everyone to share their thoughts.
You said – We did
You said – you want more information on what we do as result of the complaints we receive
As well as responding to individual complaints we also look at the complaints to identify any trends and any lessons we can learn from the complaints that we receive.
During 2023 / 24 we identified the following areas for concern from the complaints we received:
Repairs Service – areas for concern
- Delayed or incomplete repairs resulting in tenant concerns over safety and security
- Poor communication and lack of updates leading to tenant frustration
- Contractor work quality and lack of oversight resulting in poor customer satisfaction
- Staff conduct leaving tenants feeling disrespected and unheard
As a result we :
- undertook a root and branch review of our responsive repairs service to improve systems, processes, tenant communication, repair timescales and staff attitudes. Results of the review and improvement actions will be provided in subsequent bulletins once approved
Lettings and Tenancy Services-areas for concern
- Noise Nuisance – lack of resolution leading to tenant frustration
- ASB case management & procedural issues – lack of transparency and communication leading to tenant dissatisfaction
- Property condition / environmental concerns – lack of timely response to issues leading to tenant frustration with living conditions
As a result we:
- Implemented a stricter noise complaint resolution process.
- Educated tenants on noise reduction policies.
- Developed a more transparent ASB complaints process with clear updates
- Trained staff on complaint handling to improve responsiveness.
- Ensured proper ASB documentation / case management to prevent unresolved cases.
- Strengthened our enforcement of maintenance policies.
- Increased estate inspections and taking follow up actions