Getting to know you and tailoring our services to meet your needs

We regularly ask you to give us up to date information on your contact details, diversity information, contact preferences and any special needs.

For new tenants this is at the tenancy sign up stage. We now hold this information for 90 % of you.

Our computers have a new Customer Knowledge Module which allows us to hold a wide range of essential information about residents. This includes disability information, how you want us to contact you, working arrangements, how you want to get involved with us etc. Our staff have easier access to key information and can analyse and use it to improve and tailor our services, making sure they meet your specific needs and ensure that they are accessible to everyone.

Why do we need to know this?

The three main reasons are because we need to:

give you a more personal service
plan our resources to meet future needs
ensure that we don’t discriminate in the way we provide our services What do we do with it and how are we looking after it?

We use this information in different ways. For example;

Providing a personal service to individual residents.

If you have told us that you work 9 – 3 we will try to contact you and arrange to do any repairs after three.

If you have told us that you have a visual impairment and need information in large print or audio, we will provide information to you in that way.

Planning services and resources

The information we hold tells us that 27% of our tenants are disabled (of which 6% are wheelchair users, 24% have mobility problems, 10% are hearing impaired, and 6% are sight impaired) We have used this information to increase our resources so that we can provide aids and do adaptations in tenants’ homes.

Our information also tells us that:

5% of our tenants are under 25 and 31% are over 65
10% of our tenants are from Black and Minority Ethnic groups (including:5% Black/Black British, 1% Asian/Asian British and 1.5% mixed)
1.5% of our tenants are lesbian, gay, bi sexual or transsexual
60% are female and 40% are male
43% of our tenants identify themselves as Christian, 1% as Muslim and 13% as having no religious beliefs.

The Data Protection Act covers the information we hold on our residents. This means that only our staff and our repairs and maintenance partners such as Lovell, can access the information. They can only use it to assist in providing services.

Please select the following links to view our current customer profile for:

What about the missing information?

We still have gaps in our information so we are about to send out questionnaires to residents for whom we hold limited information.

To help us meet your needs, please complete and return your form when you get it. If you don’t send the form back, our Customer Services staff will ask you for the missing information if you call us.