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performance information from 1st January to 31st March 2022:

You want clear information about your rent and service charges.

So, we will provide you with information about any changes to your rent and services charges every year and publish our rent and service charge policies on our website.

How we're improving:

You can find our user-friendly explanation of rent and services charges here.

You want to know how we are performing – what’s working well and what we need to improve on

So, we produce an annual report for customers every year, access it here. Plus performance information on our website to let you know how we are doing against our offer to you.

How we're improving:

You previously told us what you want to see in the forthcoming customer annual report. We shared this annual report with all customers in our October Rent Statements.

Our Customer Offer Panel also met once in quarter 4 (Jan-Mar) to see how we’re performing against our customer offer. So that we can really drill down on how we are performing on each part of the offer, our panel members are now meeting with the lead managers and colleagues responsible. The panel have looked at the performance through performance data and transactional surveys, they will share their feedback, challenge where possible and share good practice. They will be meeting in April with each other and sharing key findings, following their meetings with service managers.

During this quarter, we sent out our Customer Offer Satisfaction Survey, which will be sent to all customers gradually over the next 12 months. This quarter we sent it to over 1440 customers and received an average of 27% response rate. We will be sending the survey towards the end of each month and customers will only be asked to complete it once. If you haven’t received your survey yet, don’t worry you will receive it in the next few months.

you want to know about activities and services that we provide in your neighbourhood 

So, we will promote these on our website and social media. We will publish when and where we will be carrying out estate inspections, as well as any actions that come from them. Plus provide opportunities for you to become a neighbourhood champion, helping us to monitor your neighbourhood and make improvements.

How we're improving:

There are currently 10 Community Coordinators working in your communities, we are still in process of recruiting one more. Having a larger team means that we can deliver improved bespoke services to customers. Now that the Covid restrictions have eased we have resumed our estate inspections and announced the dates of these in February. You can find out when your next inspection is here.

As a result of not being able to carry out estate inspections on frequent basis, we have not had much uptake from customers to join us on these inspections. We are keen to get more customers involved.  

We are continuing to recruit Neighbourhood Champions who are our ears and eyes on the ground and can join our Community Coordinators on their neighbourhood inspections. They tell us how well the cleaning and grounds maintenance services are being carried out, as well as keeping an eye on the general upkeep of the area. If you are interested in becoming a Neighbourhood Champion or want to know more about then please click here.   

51 customers told us during this quarter via the Customer Offer Survey they are interested in working with our Community Coordinators to inspect your neighbourhood and services delivered, such as ground maintenance in the communal areas. We will be making contact with these customers in next few weeks to arrange these inspections.