Your views really matter!
Your views, experiences and feedback are important to us and make a difference to how we deliver our services and the decisions we make.
Feedback can be given through several ways; ranging from surveys, social media, focus groups or just colleague conversations. We really appreciate your time and would love to hear from you Contact Us – Monmouthshire Housing Association
Here are some of the recent improvements for 2024/25 we have made by listening to your views.
Community Focus Groups - Key concerns
You Said…
- Waste management, parking and fly-tipping is an issue.
- People are struggling to pay additional costs to dispose of unwanted bulky items or waste.
- Lack of Neighbourhood Officer visibility in the community, owing to size of geographical ‘patch’
We Did…
- Introduced ‘Estate Clean-Ups’, with more planned!
- Erected noticeboards in apartment blocks to encourage residents to keep the community tidy.
- Recruited two new Neighbourhood Officers.
- Introduced weekly ‘Walk & Talks’ so residents can report issues.
It was brilliant! Everyone I spoke to in the estate was over the moon with the clean up! It was such a great day, all the staff were so friendly and lovely, we had a good laugh.
Resident Focus Groups - Key concerns
You Said…
- Unhappy with cleaning service in community blocks, particularly the affordability, quality of service and communication.
We Did…
Constantly reviewing delivery of service by:
- Regular deep cleans undertaken in shared spaces.
- Improved cover for cleaners.
- Easy to understand information and explainer video created on service charges.
- £5,000 saving on cleaning service (£1.66 average reduction in service charges per household)
Garage Review - Key concerns
You Said…
- Concerns about the condition of some garages
- Application process and keeping people updated on progress.
We Did…
- Garage tenants can now report repairs via the MyMHA app.
- Updated information on this website about how to rent a garage or carport.
- Garage waiting list reviewed annually – those no longer interested have been removed.
- Improved communications so garage applicants are clearer with the process once they are allocated a garage.
Homesearch applicants and tenants who used the service - Key concerns
You Said…
- Usability of website could be better.
- You wanted us to improve how we register new applications for housing.
- Improve accessibility for all.
We Did…
- We’ve provided ‘How-to’ videos on the MHA and Homesearch websites.
- We held iConnect drop-ins to assist residents to get online and improve their digital skills.
- The Housing Application Form has been improved and automated receipts are issued on completion.
- Waiting Time Calculator introduced.
- Improved advertising and Homesearch website.
- Our Assisted Application improved to help vulnerable applicants.
- Medical Welfare process improved, making it easier for GP’s to complete.
I couldn’t think of a better word than ‘excellent’ to describe the service – they have always been very helpful to me.
Focus Group - How to best involve tenants in the delivery of large maintenance programmes
You Said…
- Hold pop-up events to advise what work was coming up.
- Create engagement groups and hold regular meetings / have a central email address.
- Make sure communications are clear to avoid confusion.
- Access to alternative space when carrying out work (i.e. for people working from home).
- Offer young families / older people activities, so they can be out of the house when work is being done.
We Did…
- Introduced all of these suggestions and embedded them across the business, so staff follow the same approach.
Having regular updates has been good, as it kept us in the loop of the works.