Customer Engagement Annual Report 2019 | Latest news

Customer Engagement Annual Report 2019

The Trust has recently published its Annual Customer Engagement Impact Report  for 2019. This report summarises how we have engaged with our customers and the difference this has made to improving the services that we deliver to all of our customers.

The key highlights for 2019 are:-

  • Weaver Vale becoming national award winners for customer engagement, winning the national TPAS Award for excellence in Customer Engagement (Smaller Housing Association category)
  • 1,597 hours of time volunteered by Customers to support the running of the Customer Voice Panel, Scrutiny and Tenant Partners.  This was supported by 4,527 hours of staff time to ensure customer engagement is supported by the Trust.
  • The Trust invested £21,659 in community activities across our neighbourhoods.
  • Seven policies approved by the CVP   
  • One policy rejected by the CVP 
  • 14 recommendations made by Scrutiny to improve customer service 
  • 326 customers were consulted with as part of four policy reviews and a development consultation
  • 64 training sessions delivered to our involved customers 
  • 340 meals provided to 40 families during the school summer holidays in Wharton
  • 1,440 elderly people receiving a lunch from Greenbank Community Hub 
  • 50 foodbank sessions provided from Greenbank Community Hub 
  • 129 food parcels given from Greenbank Community Hub which fed 298 people. 
  • 13 different types of activities provided by the Go Getters from the Community Bungalow at Finsbury Walk 
  • 22 families attended the FAST Programme at Willow Wood 
  • 792 children attended the Weaver Vale Housing Trust funded youth club in Wharton 
  • One suspended possession order obtained as a result of evidence gathered in Wharton as result of engaging with the community in partnership with other agencies.    
  • 4 bonfires reported to the emergency services during bonfire week on Crook Lane – down from 136 in previous years 
  • 9,400 clicks on face book posts that reached 34,200 people online
  • One person convicted of various criminal offences as a result of evidence provided by the community following a break in at the Community Bungalow

All of the achievements were only possible due to the hard work of the volunteers and the customer engagement team who work solidly through out the year to ensure the customer voice is heard through out the Trust.

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