Prima’s Managing Director Joseph Giardina was invited by residents earlier this year to attended the discussion. The group comprises of representatives from resident groups across East Kent covering Dover, Thanet, Canterbury and Shepway and focuses on resident satisfaction.
On all contracts, Prima ideally likes to have resident involvement on a quarterly basis. Meetings can not only help build a picture of resident satisfaction with this specialist service, but this engagement can shape improvements to service delivery.
Says Joseph: “This dialogue is a very important part of our drive for continuous service improvement, so I was delighted to be asked to join the group.
“We can discuss targets, evaluate any improvement work that we’ve already done and look ahead to identify areas for further development.”
In the meeting, residents asked if Prima’s standard appointments letter for their annual service visit to check and repair window and doors could be more informative and helpful to the residents.
“We visit all Shepway District Council properties for an annual service,” explains Joseph. “Over time, tenants have seen this process vastly reduce the need for repairs as the units are well-maintained irrespective of whether a fault is reported. This success, however, means it can now be difficult to see the value of the annual visit.”
The team relies on the annual service to instantly see any components which are likely to fail in the coming year. Recently the number of visits where residents were ‘not in’ to offer access for the annual service has been high, this was something Prima and the council wanted to address.
“The residents’ meeting is the ideal place to engage on a matter like this,” explains Joseph. “Speaking to residents helped us to understand what we needed to do to communicate the value of these visits and improve our access rate.”
Prima is currently reviewing the appointments letter and will take the revised version to residents for approval before it is mailed out.
Concludes Joseph: “By listening to residents’ suggestions like this we can come up with win-win solutions for all stakeholders.”
Read more about Prima’s resident engagement projects in a new series of blogs, the first of which was from General Manager Anna-Maria Dreksler.
The feedback from resident meetings is used in tandem with resident satisfaction cards and Prima’s monthly KPI data, explained and published on the Prima website.
For more on Prima Service”s Asset Stretch service to achieve and extend asset component lifetime at a fixed cost per property through planned servicing click here