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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 unacceptable.   

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. 

PDF icon newForum Feedback for Participants - February 2015

PDF icon newAsk Questions and Answers - February 2015

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