We know that you, our customers, are the best people to decide on the type of service Trident provides. This is why we have been working with you to create the local service standards, or Your Service Offers, that set out exactly what services YOU want us to deliver within your scheme or estate.
Over the past year Trident have been working hard to give you the opportunity to tell us what is important to you at a local level. In addition to the feedback you gave us in the customers’ survey 2009/10, we also carried out a ‘Your Service Offer’ consultation during the summer of 2010. We consulted on:
- Involving and serving you.
- Looking after your home.
- Caring for your neighbourhood and community.
We have created this Service Offer so you know what you can expect from us when you use the services you said are most important to you.
Next Steps
If you would like to make an enquiry or take up one or more of the offers within this leaflet:
Step 1: Contact Trident on one of the telephone numbers on the back of this leaflet and ask for the Your Service Offer team.
Step 2: Quote the number of the Service Offer you are enquiring about, for example, Your Service Offer 3 – relating to the service ‘Provide local repair surgeries’.
Step 3: Provide us with your name and contact details, and a little about your enquiry.
Step 4: Your details will be passed on to the member of staff who is responsible for the service you are enquiring about, and they will call you back within two working days.
To read more about ‘Our Offer, Your Choice – Delivering Your Service Offer’ visit the Trident website at www.trident-ha.org.uk or to request a copy call Trident on one of the telephone numbers on the back of this leaflet.
Our Offer to Trident Reach Tenants
Your Service Offer 1
You ASKED Trident to:
‘Inform, consult and listen to you through correspondence (letters and emails) and publications’.
Trident will:
Write to inform you about local service delivery and provide you with updates in the customer newsletter, Trident Talk. To deliver this we will:
- Monitor and report feedback we receive from you about communication.
- Monitor letters sent to customers by scheme.
- Send you Trident Talk four times a year.
- Ensure that customers tell us their views via Service Improvement Panels.
- Ask you to contribute articles to Trident Talk or help us tell others about what is happening in your area.
Your Service Offer 2
You ASKED Trident to:
‘Have a more hands-on approach to sorting out complaints’.
Trident will:
Answer complaints in writing and, where possible, speak to customers face-to-face. Contact all customers involved in complaints to ask how well Trident handles them, and monitor complaints to establish how we might improve. To deliver this we will:
- Monitor complaints and report them to Trident’s Management Board and Tenants Forum on a regular basis.
- Compare and report to you on how well Trident deals complaints compared to other social landlords.
- Hold regular customer panels to listen and learn how to improve complaint handling.
Your Service Offer 3
You ASKED Trident to:
‘Provide local repair surgeries’.
Trident will:
Arrange local drop-in repair surgeries for customers. To deliver this we will:
- Publicise surgeries at your scheme by letter or by displaying posters in communal areas.
- Record the number of customers attending the surgeries and log the number of repairs reported.
- Deal with all reported repairs in line with Trident’s published Repairs Service Standards.
Your Service Offer 4
You ASKED Trident to:
‘Offer the choice of extra cleaning of communal areas, window cleaning and grounds maintenance, which, if approved by customers, will be rechargeable to all customers at the housing scheme’.
Trident will:
Consult with all customers at a scheme where at least 25% have asked for extra services, outlining any extra service charge payable, and then provide extra services to customer specification. To deliver this we will:
- Monitor and report requests for extra services through a dedicated member of staff.
- Consult all customers at your scheme and report on their decision (more than 50% of customers need to approve any change).
- Monitor the standard of cleaning and grounds maintenance through our Local Voices initiative and the Maintenance Support and Cleaning Teams.
- Monitor and report on all completed, late and missed appointments.
- Report on the size and type of waste collected yearly.
- Complete and record monthly site inspections of problem areas through our Local Voices initiative and the Maintenance Support and Cleaning Teams.
Your Service Offer 5
You ASKED Trident to:
‘Arrange skip days at your scheme and help to remove bulky waste’.
Trident will:
Inform you of free Local Authority removal services. Arrange to remove any large items on an appointment basis for a charge, dependent on size and type of waste. To deliver this we will:
- Attend appointments within seven working days after your initial enquiry.
- Monitor and report on all completed, late and missed appointments.
- Report on the size and type of waste collected yearly.
- Complete and record monthly site inspections of problem areas through our Local Voices initiative and the Maintenance Support and Cleaning Teams.
Your Service Offer 6
You ASKED Trident to:
‘Continue the Handyperson Service within the Older Peoples Service’.
Trident will:
Continue providing the service during 2011-12 and assess the demand and value for money yearly. To deliver this we will:
- Monitor and report on all works completed on a yearly basis.
- Monitor the service and report to quarterly service sector meetings.
- Carry out a yearly satisfaction survey regarding this service.
Contacting Trident
If you would like a copy of the policies and procedures relating to ‘Your Service Offer’, to find out more, or to receive this agreement in any other format (for example, Braille, large print or audio) please contact:
Trident Resident Engagement Team
239 Holliday Street
Birmingham
B1 1SJ
Freephone (BT only): 0800 111 4944
Reduced rate: 0300 123 1113
Switchboard: 0121 633 4633
Email: residentengagement@trident-ha.org.uk
Or visit the Trident Website: www.trident-ha.org.uk
