News

WDH has successfully been awarded recertification of Customer Service Excellence (CSE) following an independent assessment.

Like many organisations, the pandemic impacted how we delivered our services, and WDH had to adapt quickly to the changing situation, including our OneCALL customer service team who are often the first port of call for many of our tenants.

If you are a customer of one of the six energy suppliers that have gone bust this month, you are probably wondering what to do. Here is some information about what will happen next and advice on what to do.

Following this rigorous independent assessment process, WDH has been reaccredited with the Tpas Exemplar accreditation, for a further three years. The Tpas Exemplar accreditation is awarded for resident engagement in the housing sector and recognises long standing good practice and organisations who have been awarded the Tpas accreditation three times. It provides an independent view of the services a housing association offers to its customers in terms of effective tenant and community engagement. It highlights areas of strength and also ways in which organisations can improve their services.

WDH is working in partnership with Wakefield Council and Citizens Advice Wakefield to encourage residents who receive government benefits to get a free benefits review.

WDH’s independent living scheme satisfaction survey opens on Monday, 27 September 2021. If you live in one of our independent living schemes or bungalows you may receive a telephone call from customer experience specialists, Feedback Market Research, who are calling independent living scheme customers to gather your views on the service you receive from us.

WDH has seven area Facebook groups that tenants and residents are welcome to join. The groups are managed and monitored by WDH’s Tenant Involvement Officers who work out in the local community with community groups, putting on events and activities for everyone to enjoy. Recently, the group for Knottingley and Pontefract has reached a major milestone, with over 1,000 people joining as members with people keen to find out and get involved with community groups and activities.

Our latest Value for Money (VFM) report for the year ending 31 March 2021 has now been published. The full report is available on our website. VFM is about transparency and accountability. Our report highlights what VFM means to us, our tenants and our stakeholders, and the progress we have made during the last financial year to 31 March 2021.

I would like to say sorry to all our customers who are currently waiting longer than usual for repairs to be carried out in their homes. There are two types of repairs that we undertake – emergency and general. Throughout the pandemic we have continued to deliver emergency repairs however at some points general repairs were on hold creating a pent up demand.

WDH employees recently joined in the celebrations at Portobello’s centenary garden party.