Worthing Homes, Davison House, North Street, Worthing, West Sussex BN11 1ER
www.worthing-homes.org.uk T: 01903 703 100 E: firstname.lastname@example.org
We have sadly said goodbye to
Kayleigh Blaker who has moved on
to pastures new and welcomed Ros
Tite who joined us in April. You will
probably also recognise the names
Ben, Lucy, Claire and Kristy from
speaking to them on the phone or
seeing them at the front desk. Here
is a little bit about what they have
been up to. Monday is our busiest
day – we usually answer between
130 and 160 calls each Monday.
Between October 2016 and March
2017 the team have taken 10,765 of
your phone calls! This averages at
1,794 calls per month and 414 calls
Between April 2016 to March 2017
we raised 10,843 repairs, averaging
at around 904 per month or 209
We respond to approximately 300
emails every month and lots more
enquiries through our website and
We want to know about your
experience when you contact us
so are now texting you a link to
a customer satisfaction survey
each time you call in to get your
We want to hear what went well
and what we could have done better
so we can improve and give you a
better service in the future.
Wednesday 11 October (provisional date) from 1.30pm - 7pm
Come meet the staff, find out what we do and more…
From left to right:
Lucy, Kristy, Sarah,
Ben, Claire and Ros
Last autumn we introduced our new customer services
team – your first point of contact when you need to speak
to us. The team have had a very busy time dealing with your
enquiries whilst developing their expertise in housing and
tenancy issues, rent queries, repairs and maintenance.
This is what you have told us so far…
Last month we received 1,046 calls
We sent 800 text messages with the link to the survey
and 24 of you responded
This is what you thought…
100% were happy with the attitude and helpfulness
of the staff member they spoke to.
100% were satisfied that the person understood their
100% were happy with the knowledge of the person
they spoke to.
100% were satisfied they knew what was happening
next and when.
100% were satisfied with the outcome of their call.
100% were satisfied with the overall experience.
Two people made the comment “very polite.”
One said they would like to thank Jan, one of our
financial inclusion co-ordinators who advises on money
issues and Leanna, an income recovery officer for
helping them through a difficult time in their life.
We will keep you updated about your feedback to
us in the next Home News.
I joined the Board of
Worthing Homes in March.
While I am a qualified
Chartered Accountant, I
believe that my broad sector experience and skills
in finance, governance, general management and
customer service will add to the Board’s existing
strengths. I am passionate about making a difference
and want to help the Board achieve this for everyone
who comes into contact with the organisation.
The external environment and customer requirements
are changing all the time and it is important that
we continue to adapt to the changing landscape. I
want to help the Board do this in a safe, controlled,
effective and sustainable way. I think it is an exciting
time to join Worthing Homes and look forward to
working with the rest of the Board and the Executive
N E W B O A R D M E M B E R
This is the quickest and easiest way for you to
report a repair 24 hours a day 7 days a week.
Follow our ‘How To’ guide and use the pictures to
show us exactly where the repair is located and help
us diagnose the problem.
You can upload a photo which will really help us understand the
fault so we can send the correct contractor with the right tools
and any replacement items.
It is quick and easy to use, you can report multiple repairs at the
same time and tell us when you are available for an appointment.
When we receive the report
we will send it through to our
contractor and they will contact you to
arrange to come and do the repair.
This clever reporting tool is the easiest
way for us to spot the problem and
help the contractor fix it on their first
Did you know you can report your repairs on-line?
…continued from page 1
You can report a repair online at
FUN DAY 2017
Worthing Homes holds a fun day every year. This
is a FREE event for all ages and is an opportunity to
bring residents and the local community together in a
relaxed informal setting. This year’s fun day like all the
previous ones promises to be full of fun, laughter and
This is a resident led activity so if you would like to
be part of the resident events team or to help out
on the day please get in touch with Ruth Pollard in
community development on 01903 703 198 or e-mail
Saturday 15 Ju
Club in Raleig
New Homes in Shoreham
We are pleased to announce the handover
of our first properties for several years in
Adur, at a new development in Shoreham.
This development is in the grounds of
the old Southlands Hospital, which was a
landmark for many local residents.
This is a new development being built
by Taylor Wimpey and consists of 106
properties of mixed tenure. Worthing
Homes will own a total of 32 of these new homes of
which 20 will be let at affordable rent and 12 are for
We have taken possession of properties consisting of
1 and 2 bedroomed flats. The flats have been built in a
modern style which are in keeping to reflect the style
of the adjacent Northbourne Medical Centre.
The remainder of our properties will be available in
stages over the next 12-18 months.
For more energy advice and to watch energy saving videos look at our website
This is Reggie’s Relish advice column; Relish is
Worthing Homes’ programme to help residents
keep energy bills as low as possible. To ask your
very own questions on energy or find out more on the energy advice surgery
please contact Poppy on: Email: email@example.com Tel: 01903 703 185
reggie’s top energy switching tips
• To compare tariffs you just need your address, your current supplier’s name and annual
kWh usage (If you don’t have a bill, you can ask your supplier for this)
• Check customer service records, payment options and fees to exit old and new tariffs
• Avoid duplicate payments by cancelling direct debit at your bank after switching
• If you have a prepayment meter, consider whether you could manage monthly direct debit payments as
this could help you save more
• Changing your meter from pay as you go to meter billing is usually free but check with your supplier.
If you prefer to stay on a prepayment meter you can still switch supplier
Ofgem has an approved register of comparison organisations which are free, independent and no obligation.
It is called the confidence code and includes the following organisations…
uswitch.com: 0800 688 8244 Energyhelpline.com: 0800 074 0745
moneysupermarket.com: 0800 177 7087 Simply Switch.com: 0800 011 1395
We have also been trying to reduce our own energy bills, in addition to the annual tariff comparison we have changed over to low energy lighting, reduced water usage, reduced the amount of paper sent out and increased recycling.
relish champions wanted
We are looking to train Worthing Homes
residents to become energy champions
who can help friends and family to
understand their bills.
To ask your own questions on cutting
energy bills or anything in this article –
contact Poppy Scott:
Tel: 01903 703 185
Davison House, North St, Worthing
Or come along to our drop in sessions
every Monday between 9 – 12 at Worthing
Homes’ Resource Centre, Davison House.
would you like to get
more involved in greenspace
and gardening activities?
There are a number of gardening activities
locally. Whether you can give time on a
regular basis or just every now
and again we want to hear from
you so we can put you in touch
with like minded groups. There
are lots of benefits from being
active and outdoors for you
and the environment.
With energy prices on the inc
rease, getting a fixed
tariff (if you haven’t already)
could give you some
control over your energy cos