Neighbourhood Forum Feedback
We heard a wide range of views from residents
who attended our Neighbourhood Forums in February, including what
we did well and what we needed to do better, along with suggestions
for improvements. Two of the most common themes to come from each
of the forums was the need to improve our telephone and reception
systems and procedures, with waiting times deemed particularly
All your comments are now feeding into a
review that is being carried out on our main customer service
tools; telephone systems, reception at Cedar Wood House and our
website. Each of these has received an increase in visitor
numbers over the last few years, while resources to manage and
staff these facilities remain under pressure.
We are exploring how we can improve these
areas, and better deliver the service you said you expect, taking
into account the concerns, aspirations and suggestions you raised
in the forums.
Other areas you were concerned about included
a high turnover of staff and issues caused by lack of continuity
when communicating with us. We have fed this back to managers
at Waltham Forest Housing and are looking at our
back office systems and procedures to ensure information can be
easily shared and accessed between teams so staff are up to date
with any issues. We are also looking at ways to make it
easier for you to track the progress of any issues or queries you
have raised to help you remain up to date and informed.
We hope to be able update residents later in
the year as to the progress of these reviews and what it will mean
for Waltham Forest Housing and residents.
Feedback for Participants - February 2015
Ask Questions and
Answers - February 2015
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