Worthing Homes, Davison House, North Street, Worthing, West 2017-12-18آ  Email: pscott@worthing-homes.org.uk

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  • Worthing Homes, Davison House, North Street, Worthing, West Sussex BN11 1ER www.worthing-homes.org.uk T: 01903 703 100 E: csoteam@worthing-homes.org.uk

    SUMMER 2017

    HOME NEWS www.facebook.com/WorthingHomes






    Your customer services team…

    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 per week.

    Between April 2016 to March 2017 we raised 10,843 repairs, averaging at around 904 per month or 209 per week.

    We respond to approximately 300 emails every month and lots more enquiries through our website and facebook messages.

    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 feedback.

    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.

    Continued overleaf…

    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 request.

    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.

    Jeni Graham 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 team.

    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 visit.

    Did you know you can report your repairs on-line?

    …continued from page 1

    You can report a repair online at www.worthing-homes.org.uk


    FUN DAY 2017 R

    A LEIG



    G REN


    TH E C

    A U

    SEW A




    G TO

    N RD

    W A



    SH A



    A VE





    C A

    VEN D

    ISH C


    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 entertainment.

    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 rpollard@worthing-homes.org.uk

    Saturday 15 Ju ly

    from 1-4pm at the

    Maybridge Ke ystone

    Club in Raleig h Way,


    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 shared ownership.

    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 www.relish.org

    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: askreggie@relish.org 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: Email: pscott@worthing-homes.org.uk Tel: 01903 703 185 Davison House, North St, Worthing BN11 1ER 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 ts. See