Hello and welcome to your latest update from Thrive Homes
It’s that time of year where we are finalising your actual statements to send to you at the end of the month. These detail how much your services cost last year, and whether you have overpaid or underpaid.
The cost-of-living increases have impacted everyone. Material and labour costs from our contractors have shot up as well as communal energy costs, and this is passed onto your service charges.
Knowing the impact of this, we decided to not increase our administration charge for handling your services this year. On top of this, we regularly review our contracts to make sure we’re getting the best value for you.
As ever, you will only pay for the services you receive - but we can only make sure of this with your feedback.
The easiest way to share this with us is on our website.
Darker evenings and mornings are starting to set in again, and temperatures will soon drop. In the coming months we’ll be adjusting communal heating and lighting timers to keep you safe and warm whilst saving energy where possible.
As always, if you notice any damage such as a communal close or a lighting timer that isn’t working, please let us know.
Remember, our website has guides on how to setup your heating system to use as little energy as possible whilst keeping your home warm. There’s also tips to save energy in other ways, and access to money help if you need it.
I hope you find the items in this newsletter useful, and if there's anything you'd like to hear about next time, please let us know.
Best regards,
Emma Comer
Assistant Director Estates & Facilities
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Simply share some information with us about you and your household.
It takes less than five minutes and helps us understand if we need to adjust our services for anyone living in your home.
It also helps us make sure we treat you fairly.
Visit thrivehomes.org.uk/my-info or click the button below.*Open to the first 100 customers. Terms and conditions apply, visit thrivehomes.org.uk/customer-prize-draws
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You can trust us
We work hard to make sure your privacy is protected and that your personal data is treated with respect.
We've clearly set out what data we collect and how we may use it.
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Stay in the know
- View your cleaning and grounds maintenance schedules
- Easily give feedback on services
- Read safety information about your building
Check out our new website tool
If your address receives cleaning or grounds maintenance and isn’t listed, please let us know.
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Thrive Customer Voice is making a real difference
Pick from an article below to read about how we've been acting on member’s input:
Coming soon...
- Tell us what could make you feel safer in your home and how we can your attention to important safety communications
- Share what's important to you when it comes to our cleaning service.
- Help us create a 'good neighbour' agreement so you can enjoy where you live.
Get involved at: thrivehomes.org.uk/getinvolved
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Your service updates
- Repair appointment times have reduced!
- The grounds maintenance team are back to full strength and have expanded their in-house team
- What we do to monitor and manage your cleaning service
- and more!
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Complaining to us
We'll deal with things like overflowing bins, any repairs or issues in your building as part of our service offer to you.
If you feel we've let you down, our formal complaints process makes sure things are put right and prevented from happening again.
You can make a complaint in a variety of ways so choose the option that works best for you. Contact us through our website, by email, use live chat, call us, send a letter or speak to a colleague when they visit.Learn about our complaints process
Our process meets the Housing Ombudsman's Code of Complaints, has just received extra legal powers..
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What's your feedback telling us?
In April, the new Tenant Satisfaction Measures (TSMs) were made a requirement by our Regulator. These are a set of questions we must ask you about things like our repairs service, complaints process, or how we’re listening to your views.
The results are in and you can see how we are performing in line or above landlords in quite a few areas!
Fire doors protect you and can stop fire spreading to the rest of your building.
Learn how to check yours is in working order in six simple steps...
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Autumn is around the corner
This means colder weather, which may bring out damp and mould issues.
Developed with Thrive Customer Voice members, our website gives advice on how to diagnose the issue and explains how we'll work together to manage it. There's also information on how to prevent it from happening in the first place.
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Slips, trips and falls
You can help us prevent you from getting hurt. Please let us know if you notice anything like damaged or missing handrails, or loose or missing outdoor paving slabs.
Dates for your diary
- Your actuals statement will be with you at the end of September.
- Let us know if you'd like to help us create a 'Good Neighbour Agreement' in the autumn.