You said, we did

Home owners and shared owners asked for more engagement opportunities.

• We have a page dedicated to home owners here
• We have set up a home owners group that meets quarterly.

You wanted an action plan with timescales when you make a complaint.

An action plan will be included within complaint response, and it will contain dates and timescales.

You asked us to review our anti-social behaviour policy to make sure it was fit for purpose.

A policy review will take place in autumn 2025. We’ve already sought feedback from Our Voice and had a survey in Moor To Sea.

You told us that the levels of compensation in the old policy were no longer appropriate.

You told us that customer satisfaction was lower for customers with recorded vulnerabilities.

You let us know you would like to have more involvement with the recruitment at Westward

Invited scrutiny members to take part in scoring and interviewing the applicants for CEO of Westward

You wanted us to make sure that any health conditions are logged at first point of contact when a damp and mould referral is made. 

As soon as a damp and mould referral is made, colleagues are instructed to capture any health concerns.

You wanted physical leaflet to advise on condensation, damp and mould to give to customers without internet access.

We talked to customers who had previously reported damp and mould and asked them for feedback on a newly designed leaflet. Westward colleagues can give these leaflets out to customers who might find them useful when out on visits. A digital version of this leaflet can be found here.