You Said

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48.54% are Very Satisfied with your accommodation, 39.81% Satisfied

Caretaking managers attended scheme coffee mornings to ensure residents feel supported

61.94% are Very Satisfied with your Independent Living Officer, 29.02% Satisfied

Our Independent Living Officers continue to remain accessible and are looking to support residents with maximising current property space

49.5% Said you were Very Satisfied with the service you received from Independent Living, 47.52% Satisfied

Our team distributed relevant information on processes around independent living and void properties and when they will become available.

We are concerned the property size is no longer suitable for our needs

Residents were supported with applying for rehousing by their independent living officer.

The general conditions at Smithy Green could be updated.  

Improvements have been made in the communal lounge area. Further improvement works are set to take place later in the year.

You Said

We Did

You didn’t feel confident with new heating systems.

Shared user guides with customers and printed a QR code onto each boiler. Once scanned, this directed customers to a video with instructions on how to use the new heating system.  

You were unsure what the new rates would be and if you had enough time to top up your meter

Allocated £5 emergency credit on your meter which will allow you time to top up your meter or set up a standing order.

You Said

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77% of you said you really value one to one support

This will continue to be our main offer and be included in the morning session of the newly designed job club.

70% of you said you weren’t aware of the job club

We have given the job club a new identity called

‘Pathways to Employment’ with new marketing to increase awareness. We also attended the Brinnington Jobs Fair in January 2023 to promote the new job club locally and had 27 people sign up to the service.

The support you are most interested in is:

•             Meeting Employers

•             Job Searching

•             Writing a CV

•             Interview Practice

We have redesigned the job club and split it into two sessions: Morning: One to one support & Afternoon: Meet local employers

Support for people with SEND was missing from the GMHP Employment pledge.

SEND Provision is now included in the GMHP Employment Pledge.

You liked the focus on supporting customers aged over 40 to 50 to find employment

This has been kept in the GMHP Employment Pledge and Stockport Homes are also starting a new project aimed at supporting customers aged 40 to 50.

You Said

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The webpage needs to ensure that customers should contact SHG if they have a persistent problem

Stockport Homes website has been updated to allow customers to search for keywords, damp, mould or condensation which takes them to a landing page with all necessary information

Established an urgent response team to ensure any reports of DMC were visited by specialists as a priority

Worked with customers to develop a range of new material including a video to ensure that information is clear to understand and accessible to everyone.

You Said

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Provide a direct link t the ASB pages of the website to the ASB case review process

The Marketing Team are supporting to ensure the ASB case review is more accessible and easier to find on the website. New links will now take customers directly to the review portal

Provide a link to the ASB policy on the webpage

A link to the policy has been added

Consider reducing the response scales on the survey questions

The Head of Technology has arranged for the service to make system changes and reduce the scoring to 1-5

You Said

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What is the difference between antisocial behaviour and a hate crime?

We have made the definition of a hate crime clear on the policy and procedure

You would like to see Stockport Homes and the police working closely together and not passing the responsibility to each other and that advice from both matches up

We will ensure consistent and outcome focused attendance at multi-agency meetings to develop joined up local solutions to cases which is centred on people and enables increases in early intervention and prevention activity

You would like to talk to someone with a similar identity who may be able to better understand what you are going through

We have added wording to the procedure which clearly states that Stockport Homes Group will treat all reported incidents of hate very seriously and will take immediate and appropriate action whenever incidents are reported or identified. Where an incident occurs towards a member of the LGBTQ+ community, we will offer and arrange for an employee who identifies as part of that community to be the point of contact for taking details of what has happened. Similarly, if a racist incident occurs, we will (so far as possible) offer and arrange for an employee of the same ethnicity to take the initial details of the complaint, if the victim so wishes

An officer should take ownership of a case, so that you always know who your point of contact is and you’re not being passed round to different people

We have added wording to the policy ad procedure which clearly states a victim-centred approach will be used to ensure that customers have access to appropriate support services and feel able to work with Stockport Homes staff in the investigation of the incident. Stockport Homes will ensure that a single point of contact deals with the case from start to finish

You would like clear information on how to report a hate crime and the stages involved to hopefully achieve a resolution

The hate procedure now includes clear information on how hate crime can be reported, and what will happen as the case is progressed. The policy and procedure will be made available on the website for people to access

You would like your case worker to ask you if you would like any follow up contact after your case has been closed

When a case is being closed, case officers will ask the question and diarise contact at a later date if the person who has experienced hate wishes to have further contact

Could Stockport Homes hold sessions for victims to get together so that they know they are not alone and be able to provide each other support

Yes – we have recently trialled two “complainant coffee” events. The take up was low however a new Complainant Support Specialist role will be in place from November who will progress the “peer support” initiative further

Can we do more prevention work, such as going into schools, so that inclusion can be improved and hopefully lead to fewer hate crime incidents

Stockport Homes Group is currently delivering “Heartstone (hate prevention) Programme” in schools across the borough.

Stockport Homes should promote parts of the policy on social media so that other victims of hate crimes know that support is available and so perpetrators know about the consequences

Stockport Homes will continue to promote how it approaches hate crime and antisocial behaviour generally on social media and will publicise successful action in cases.

You Said

We Did

Around one in four of you said you never use the internet

We will make sure the information we share with you is provided online and in other ways such as letters, posters, on screens in blocks and via text or telephone wherever possible.

Some of you said you don’t use the internet because you don’t know how to

We have free digital skills sessions across Stockport. Everyone is welcome, from beginners to advanced! Call 0161 494 9947 or ring/ text the DigiKnow helpline on 07724 217888.

You have to rely on your mobile phone for using the internet

Please call/text the DigiKnow helpline on 07724 217888 for information about affordable tablets and laptops

You said you hadn’t heard of social tariffs

We sent out fold out booklets with information on social tariffs to all households in your area with the rent statement. There is a QR code on there for info about the tariffs.