Learning from Performance

At South Essex Homes, we continuously review our processes to improve services for our residents. By learning from performance data, resident feedback, and complaints, we have introduced several key changes to enhance efficiency and customer experience.

On this page you will find some of the improvements we have made so far, by making these changes, we are committed to delivering a better experience for all residents. If you have feedback on how we can further improve our services, please get in touch.

Automated Arrears Letters

To ensure timely communication with residents in arrears, we have introduced an automated letter system. This ensures that everyone who should receive a letter is notified without delays, improving clarity and consistency in our rent collection process.

Seamless Credit Transfers for Moving Residents

We’ve made it easier for residents moving to a new property to transfer any credit on their rent account. Now, a simple form at sign-up ensures the credit is transferred efficiently, reducing unnecessary rent arrears and providing a smoother transition.

Enhancing Our Complaints Service

In response to feedback, we have centralised our complaints service and introduced a Complaints Action Plan. This allows us to respond more effectively, track recurring issues, and improve the experience for residents raising concerns.

Additional Resources for Repairs Complaints

We have seen an increase in complaints relating to repairs. To address this, we have brought in additional resources, helping us respond to repair issues more quickly and reduce waiting times.

Repairs – Customer Improvement Panel

We value resident input in shaping our services. Our Customer Improvement Panel now plays an active role in reviewing our repairs service, providing feedback, and ensuring we continue to meet residents’ needs.

Improving Major Void Works

To reduce delays in major void works, we now hold regular meetings with contractors and have set a 28-day target for completion—unless delays are beyond our control (e.g. UK Power Network issues). This ensures properties are ready for new tenants as quickly as possible.

Enforcing Routine Works Deadlines

To improve efficiency, we have introduced a system where contractors exceeding their target times for routine works are charged rent loss based on their contract. This ensures accountability and encourages timely completion of works.

Voids and Work in Progress (WIP) Monitoring

We hold weekly contract meetings to discuss outstanding works, review our Service Improvement Plan, and assess performance against standards. We are also working on streamlining the voids process to move people into properties faster and reduce the time homes remain empty.