Open day wins support

Published by Lizzie Murrie for Quicksilver PR in Housing and also in Communities, Environment

Leicester-based housing group, LHA-ASRA threw open its doors recently welcoming tenants to a first ever open day held at the organisation’s Bede Island headquarters.

Over 130 people attended the event, meeting head office senior managers, staff and contractors.

Tenants enjoyed a series of presentations, informative displays, a site tour of facilities, refreshments and entertainment.

“We wanted to find out what people really thought about us and their experience of our services,” said LHA-ASRA’s head of customer services, Michaela Marcham. 

“The open day was a more personal approach to our usual surveys.

“Everyone really appreciated the opportunity to get involved on the day, ask questions and see first hand what it is we do on a day to day basis.  We listened to peoples’ concerns and suggestions and signed up new tenant representatives who will help maintain our high customer service standards.

”It is important to know what tenants think and to understand their experiences of our services.  Our housing team uses this intelligence to ensure our standards don’t fall short of what tenants expect.”

A similar open day is also being considered for LHA-ASRA’s London tenants.  

Tenant Tony Gelsthorpe said: “What a fantastic day.  The event was very well organised and staff were very open and honest about their work.  It was really informative to see the housing team in action.”

LHA-ASRA’s gas maintenance, repairs and estate services’ contractors were also present to answer questions and offer advice.

Lee McCann from G Purchase Construction said: “Everyone had open access and could talk to anyone, including us.  It was a refreshing approach to customer care.  People certainly left with a better understanding and appreciation of the group’s desire to deliver service excellence.”

Managing over 12,000 homes, LHA-ASRA is a pioneering housing association working across the East Midlands and Greater London.
 
It provides a range of housing solutions from affordable rent to sheltered housing, shared ownership to private sale and develops around 500 new homes each year.