Thank you to everyone who took part in this year’s Big Conversation.

We spent seven weeks talking to you, finding out what you think about SCH and the services we deliver.

We completed a total of 34 events, including pop-ups at our high-rise buildings and estate walkabouts across the borough.

We would like to say a big thank you to everyone who took the time to talk with us or complete our survey. The feedback you gave us is helping to shape our future priorities and has given us a much better understanding of what you want and need from the services we provide.

This year’s round-up:

A total of 229 surveys were complete and we spoke to 838 residents.

Listening to our customers is fundamental to everything that we do. Whilst the surveys that we regularly undertake give a broad picture of what residents think, face to face conversations can be more meaningful in widening the voice of the customer and involving residents who we may not have any communication with.  

Residents used this as an opportunity to discuss other concerns they had. A further 289 enquiries were raised. They have been forwarded to the relevant teams who have responded directly to the resident.

Many residents were also keen to be given the opportunity to get involved with SCH, with 60 residents being added to the engagement framework.

Thoughts on our new vision:
  • Creating safe, healthy and modern homes which meet the needs of our customers (56%)
  • Homes to be proud of. Places for life (29%)
  • Building resilient communities through high quality homes and engaged customers (5%)
 
What is a priority?

Homes and Neighbourhoods to be proud of
Top three priorities that residents feel are the most important include:

  • Continually improve the repairs and maintenance service (83%)
  • Improve energy efficiency (71%)
  • Work with other organisations to help deliver thriving neighbourhoods (65%)

 

Customers at the heart of what we do
Top three priorities that residents feel are the most important include:

  • Easy access to services (79%)
  • Support customers to have successful tenancies (77%)
  • Strong customer voice (68%)

 

Safety first – always
Top priorities that residents feel are the most important are to:

  • Protect vulnerable children and adults (85%)
  • Respond promptly to safety concerns (82%)
  • Comply with legal and regulatory building safety requirements such as gas servicing (80%)
  • Easy access to services (79%)
Things we do well:
  • Repairs
  • Customer service
  • Support for vulnerable tenants
 Things we could do better:           
  • Communication and updates around repairs
  • Fly-tipping/Safety/ASB
  • Contact Centre wait times
Next steps

The feedback from the sessions has been incorporated into the first draft of the next 5 year Vision and longer-term Delivery Plan.

Our Engagement team are currently meeting with other teams to feedback on themes, successes and areas for improvement. These will be used to drive progression forward within these areas of operation.

All residents who registered to be more involved have been contacted and are now part of the relevant areas of interest.

If you’d like to take part in more activities like this, please call the Engagement team on 0121 717 1515 or email us at engagement@solihull.gov.uk