Voice magazine summer issue available to download
All new verions of Muir's factsheets now online
Charity helps kids get on their bikes
Muir's latest Customer Service Charter
Our summer issue is packed full of your favourite features, stories and competitions!....read more
We have recently updated all of our factsheets, and you can view or download them now....read more
A HOUSING Association in Blackpool has helped youngsters get on their bikes....read more
Muir Group is pleased to launch its new Customer Service Charter which has been developed with our customers....read more
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Local Voice magazines 2010 now available! All customers should have recently received the Local Voice magazine for their area in the post. If you have not seen yours yet, you can view all the Local Voices online here, and download them to your own computer. This year's Local Voice has two inserts. The first explains how all of our groups, forums, plans and champions work together, and what they do. The second details all the improvement works that we have planned for the next five years. It is important that you read this closely to see what we have planned for your property and all the homes in your area. Click here to go to the Local Voices page to view yours. |
Muir’s making it easier for you to get in touch…
At our 40th anniversary events you told us that you wanted us to make it easier for you to contact us. As a result of your feedback we’ve made some big changes to make sure that when you contact us your queries are dealt with quickly and by the most appropriate staff.
Here’s how easy it is to get in touch with us now:
ONE new central telephone number 0300 123 1222. Calls to our customer services team via this number will be charged at a local rate, and are cheaper than calling national numbers that start with 08 (e.g. 0845) from landline and mobile phones. If you have a call package deal (landline or mobile) then calls to 0300 numbers are usually included – so your calls to us may even be free. Please note that calls may be recorded for training purposes, so that we can provide excellent customer service to you.
ONE textphone (Minicom) number 0300 123 3005 for customers who may have difficulty hearing. Again, calls to this number will be charged at your local rate, and may be free.
You can contact us on the above numbers from now on. Please make a note of the new numbers, as the old area office numbers will not be available from 1 February 2010.
ONE address to write to: P.O. Box 136, Frodsham WA6 1AW
ONE email address: info@muir.org.uk
There has been much going on over the last few months, and certainly with regards to the Tenants Services Authority (TSA), there is a lot to update you on. The TSA have recently published their findings from the National Conversation which took place between January and March 2009. They have also received 850 responses to their discussion paper on the draft standards that will apply to all landlords from April 2010. You can see findings from both of these on their website www.nationalconversation.co.uk/Your-feedback.aspx.
The discussion paper was the main element of the second phase of the National Conversation which took place between June and September 2009. The feedback they received from the 30,000 people in phase one and 850 in phase two will help them develop new standards to improve services for tenants and inform the future of social housing. From the first set of findings recently published on their website it’s clear that tenants across the country view repairs and maintenance as a top priority, followed by, ensuring homes are up to date and in a decent condition, tackling anti-social behaviour, resident involvement and dealing with complaints.
There were some bold messages to come out of the National Conversation report, the strongest single message was about tenants’ ability to hold landlords to account. It was highlighted that tenants did not want a ‘tick box’ mentality but wanted landlords to do what they promised, or ‘what it says on the tin’. This is a key factor in all that we do here at Muir Group, whether it be resident involvement, to dealing with complaints.
With regards to resident involvement, our residents are paramount in helping us plan and make changes in all areas of service delivery and this is why we have such an extensive menu of options for getting involved for our residents to choose from. At the National Conversation it was also reported that ‘most of the landlords attending the regional events (60%) reported that 'they gave tenants some say, asking for feedback and changing things when they could’. An additional 27% reported they gave tenants ‘lots of choice, tailoring services around what they want’. Furthermore, 41% reported that tenant involvement was ‘central to decision making structures’.
Looking at these findings from the TSA, I know that we sit with the minority of 27% who value choice for our residents and tailor services around what you want. And we certainly believe that resident involvement is central to our decision making. We have shaped so many services this year based around what you have told us, whether it be from our 40th Anniversary events feedback or from focus groups addressing key issues. We have changed office opening times in some areas as a direct result of what you have told us you wanted, and also, more recently, moved to a 0300 local rate number which was a definite favourite when put to consultation with residents. These examples are both part of the ‘you said, we did’ ethos at Muir – it's crucial to us, to listen to you and act on it. The Customer Information Forms which have been sent to all of our residents have been invaluable as well in helping us to understand our customers and tailor services to suit you better.
Please do take a look a the TSA’s website as there is a lot of information there, and of course, if you want to get in touch with us about anything you have seen on their website, please don’t hesitate to do so.
On a different note, in November 2009 we hosted a tour of our schemes and estates around the Cheshire West and Chester area – where we took some councillors and council officers from the local area to see what Muir is all about. This was a great opportunity for us to build on a strong partnership with the new local authority. If you would like to see the DVD presentation we also did of the properties we have in the Cheshire West and Chester area please visit our video page. Cheshire West and Chester is just one of many local authority areas where we have properties, so if you would like to see where else in the country we have properties, please click here
On a final note, I would like to wish everyone all the best for 2010, and reiterate that if you would like to get in touch with me about anything on this website or service you have received from Muir Group, please do so using the contact form below.
Best wishes
John
If you have a comment, or would like to contact John, feel free to use the form below. Before using this form, however, please either click here to go to the contact us page, or use the following options box to see if there is a more appropriate form to contact us with.