We are developing plans to introduce more neighbourhood-based staff who can help you with a range of issues in your home and community.
We believe that having a stronger presence in your neighbourhoods will result in a deeper understanding of the challenges you might face, stronger local relationships and help us build greater trust with you.
Feedback from residents, including the Tenant Satisfaction Measure results on the previous pages, show that too many of you don’t feel that we make a positive contribution to your neighbourhood.
We also recognise that you sometimes experience poor service because you need to deal with a number of Eastlight staff members for a single issue, which often results in delays and difficulties in finding a resolution.
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How will this work?
We are developing our approach, but we believe it will mean that you will have a contact or a team that you can trust to resolve issues for you and anyone in your local area.
This is a major change for Eastlight and the way we provide your services, so we are taking the time to find an approach that works for you.
We are working towards launching this new approach this winter. We will update you when we have more details, and this will include how to reach your local contact or contacts and what they can help you with.
The resident-led Customer Influence Committee are helping to shape this neighbourhood-based approach, while 30 residents told us how they would like it to work during a session at our Resident Conference in March.
