'You Said, We Did ...' is our forum for responding to your feedback

 

Here's a summary of recent comments made to us and our response to you ...

 

 

About our Incentive Scheme

 

You said: You are not aware of the Tung Sing incentive schemes and Tung Sing should publicise them more.

We did: We have revised our incentive schemes and publicised them in newsletters.

 

You said: Tung Sing should no longer give incentives to residents who leave Tung Sing property in a good conditions, they should do this anyway.

We did: We agreed with your views and have decided to discontinue the “tenancy end incentive”.

 

You said: Tung Sing  should consider increasing the prizes of the clear rent account lucky draw, so as to better reward residents who are paying their rent.

We did: Here are the changes we have made:

 About our estate walkabout......

 

You said: Tung Sing should visit their schemes quarterly instead of every 6 monthly, so that any scheme issues can be picked up and dealt with more promptly.

We did: We have doubled the number of estate walkabouts from 2 to 4 times each year. Our new Customer Service Charter now requires us to do quarterly walkabouts.

 

You said: You do not remember the dates of our walkabouts and suggested a reminder card could be distributed to residents 2 weeks prior to the visit.

We did: We have planned our estate walkabouts for the next year and will distribute reminder cards before each date.

 

You said: You want to know when scheme issues are followed up and would like Tung Sing to report on this on their notice boards and in circulars.

We did: We have introduced a “You Said, We did” notice which will be used to report what we have done  following each walkabout. We will also produce circulars where required.

 

About residents' comments:

 

Residents said: Meadowbank Court residents were very dissatisfied with the level of cleaning provided by their cleaning contractors. They wanted to change to a new contractor.

We did: The scheme now has a new cleaning contractor and residents tell us the cleaning at the scheme has vastly improved.

 

You said: You wanted a day trip for residents.

We did: Tung Sing grant funded £1000 and China Town Lions Club funded £250 to support our day trip to Hollingworth Lake.

 

You said: Some Chinese speaking residents have had difficulties in communicating with contractors and hoped that Tung Sing can help with this issue.

We did: Contractors are now able to contact Tung Sing Chinese speaking staff to assist with telephone interpretation when they visit our Chinese speaking residents.

 

Residents said: North Point House should have a perspex panel to be installed in the scheme entrance, so that marks and dirt can be easily wiped off.

We did: City Wide Focus Group approved the grant and the work is now completed. Residents say the perspex has improved the way the communal area looks.

 

You said: Some repairs had not been fully completed.

 

You said: You want to be kept informed about the frequency of services provided at each scheme. 

We did: We have put contract specifications and frequency of service visits on notice boards at each scheme, together with a sign off sheet which cleaning and ground maintenance contractors will update after each visit. Additionally, a note will be issued to a scheme monitor every time the service is provided.   

 

You said: You want Tung Sing to monitor service contracts more closely and ensure services are provided to a high standard.

We did: We now have regular meetings with our contractors to ensure any issues are quickly resolved and services improvements carried out.

  About our Support Service ...

 

You said: The Supported Housing Group told us that some elderly residents who don’t live in sheltered housing were in need of additional support, and asked if we could help out
We did: We contacted Manchester City Council’s supporting people team, and agreed that one of our floating support contracts can be extended to include these Tung Sing residents. We now support an additional 12 Tung Sing residents which is fantastic news!

 

 

 

 

 

 About where you live ...

 

You said: Our new Scheme Reps are letting us know when there are issues at their schemes that we should know and do something about
We did: We have completed a number of communal repairs that Scheme Reps have reported to us. And at one scheme we have improved the grass cutting arrangements as a result of what one Scheme Rep has said

 

You said: A number of you told us on our walkabout that you needed some minor adaptations to help you live more easily in your home

We did: We have now fitted some lever taps and some grab rails for these residents. If you have any aids or adaptation needs, then please contact the Maintenance Team

 

 

 About getting involved ...

You said: You gave us a whole range of suggestions through the best value review about different ways that you would like to get involved in improving our services

We did: We have now launched our resident involvement scheme ‘Your Shout’ which gives residents a whole range of options about how to get involved

 About Our Telephone Service ...

 

You said: It was sometimes difficult getting hold of someone to speak to, and you didnt like having to leave a voice mail message. You said:
1. you would like a free telephone number for reporting repairs
2. you can't get through on the repairs line, when you can, you want an appointment made there and then
We did:
1. You will now be able to report a repair free of charge by ringing the free phone number listed in our newsletters.
2. Calls will be answered by the Arena Group's Customer First Team. If they can't answer your query, they will transfer you through to someone who can. Chinese speaking calls will still be answered by Chinese speaking Tung Sing staff members.

You said: We want to be able to connect to the Chinese speaker option quicker when we ring Tung Sing
We did: Following the Tung Sing greeting, you can now immediately select the Chinese speaker option

 

 

You said: Promote the out of hours Chinese speaking emergency service

We did: This number is now advertised in every newsletter, along with the out of hours Chinese speaking emergency number for Floating Support Clients

 

Cantonese speaking members of staff available out of hours:

Residents can call: 07779 330502

Tenancy Support Clients can call: 07894 618486

 

 

 About Recreational Activities ...

 

You said: We want to have more trips and events so we can get to know our neighbours

We did: We ran a Chinese New Year celebrations early this year. We are also supporting residents to run activities which are benefiting the community. Residents can also apply for Tung Sing Grant to support other residents' activities.

 

If you would like to contribute by making a suggestion, please click here