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TENANT INVOLVEMENT
It is our aim that tenants are involved in all our major repair and replacement projects. IDS actively supports tenant participation and offers reimbursement of reasonable registered childcare fees during the time that tenants attend meetings. Wherever possible, meetings are held at a time which will allow tenants to attend. All meetings are held on a monthly basis depending on the length of the contract.

We are currently looking for volunteers to join the tenants panels for the following projects:
Redecorations at Abraham Cohen Court, Charlotte Court and Stepney Green Court.
Kitchen replacements at Ajex House and Kitchen and Bathroom replacements at Evelyn Court.

If you would like to know more about being a core group member on these or other projects, please contact Sean Kelly on 0208 809 8322

Our head office is based at:
5th Floor,Ockway House
41 Stamford Hill
London N16 5SR
Tel: 020 8800 9606
Fax: 020 8800 5990
Email: housing@ids.org.uk

MAINTENANCE & REPAIRS

Tenant Feedback & Satisfaction

You have a right under certain conditions to compensation in respect of:

• Our failure to repair in the specified period
• A loss of services
• Improvements undertaken by tenants to their property
• Loss of amenity

Written permission must be obtained for the improvement, along with confirmation that the improvement is eligible for compensation, which will be paid when you leave.

Tenant Feedback & KPI’s

All projects now undertaken with a value of £30k or more are subject to Key Performance Indicators (KPI’s). These are a set of criteria issued by the Department of Trade & Industry which are then measured against the project performance. The areas measured normally include:

• Client satisfaction – product
• Client satisfaction – service
• Tenant satisfaction – product
• Tenant satisfaction – service
• Predictability – cost
• Predictability – time
• Defects at handover
• Health & Safety

Customer satisfaction surveys are issued shortly after the completion of a project to gauge tenant feedback and give tenants the opportunity to report on any outstanding work which may have been missed, as access is not always easy to arrange.

The above measurements are examined to see how each project has performed against a national average. The results are used to indicate which areas of performance require improvement and how this can best be achieved.