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Improving our services

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Repairs & Maintenance

If you want to report a repair at any time or a tenancy issue outside of our office hours, call our 24-hour freephone hotline, 0800 953 0340.

Improving our services

Focus groups - residents join up with staff or external facilitators to discuss a particular area of service for improvement.

The Residents Forum - meets every month to discuss issues affecting residents across the association and to comment on papers for the Board.

The Leaseholders’ Forum - meets quarterly to discuss common issues and concerns amongst people who have bought their homes from us.

The Sheltered Experience - meets six times a year to improve services for residents of sheltered schemes. Representatives from each scheme share issues and problems, which are fed back to the Residents Forum.

MaD Communications Group - a small group of residents who help decide and write the content of our residents newsletter, Merlin Matters.

Merlin Matters resident reporters - these volunteers find stories from their communities for Merlin Matters, or simply write stories based on the information we give them.

Policies and procedures group - this group meets to make sure we have clear policies and procedures to provide the quality services residents want.

The residents’ financial planning group - meets quarterly to discuss issues affecting residents across the association and to comment on papers for the Board.

Residents Making a Difference

Since transfer, most big decisions about property services have been taken with residents. They have been involved in visiting and choosing the contractors to deliver home improvement, selecting flooring and kitchen choices, and appointing contractors to work on asbestos surveying and gas servicing.

MaD LogoResidents’ opinion is highly valued, so much so that when it came to nominating contractors for the Major Works projects and residents took a slightly different view to the Head of Property Services, it was the residents’ view which prevailed. “Real resident power,” said Mark Haines, Head of Property Services.

 
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