We are committed to ensuring every resident’s voice is heard. In our next satisfaction survey, we may revise some elements of the survey to develop the feedback you share with us.

Most housing providers regularly survey their residents to gather feedback on wellbeing and satisfaction. While these surveys are similar to the wellbeing survey conducted by RMHS, they are often called Tenant Satisfaction Measures (TSM) by other providers. Regardless of the name, their purpose is the same: to understand residents’ needs and experiences so services can be improved.

• More Ways to Take Part: You’ll be able to complete future surveys by phone, online, or post, whichever is easiest for you.
• New Questions: We are updating questions to better reflect your experiences and needs.
• Improved Measurement: The way we measure, and report satisfaction results will be different, making it even clearer how your feedback shapes our service.

Because of these improvements, surveys and results in the future may look different from previously. We’ll keep you informed on what’s changing and why, so you always understand what the information means.

Your feedback is incredibly important to us to help shape our services. If you do not wish to participate in future surveys, please let us know, by phone, email or letter. Please email housingservices@urc.org.uk, write or call. (LINK TO CONTACT US)

Your honesty and input are more important than ever, thank you for helping us improve.

We’re committed to acting on your feedback and making positive changes. Here’s what we’re doing next:

1. Personal Contact:
We’re reaching out to residents who expressed concerns to understand and address individual issues.

2. Easier Communication:
We have introduced two new email addresses to make it easier to contact our Property Services and Housing Services teams (email addresses to be added). Residents can now reach us by text and email, while we continue to offer phone and letter communication for those who prefer these methods. In addition, you’ll receive updates by text and email when a repair has been logged and reminders when compliance checks are due.

3. Timely Repairs & Maintenance:
We are pleased to announce we have recruited a Sustainability Officer to join the Property Services Team this adds capacity to the team and dedicated support to the Sustainability Project.

Work continues to further develop our responsiveness to requests for repairs and maintenance to ensure these are completed in a timely manner.

You can find our Service Standards here (LINK TO REPAIRS)

The quickest and easiest way to report non-emergency repairs is to contact our Repairs and Maintenance Officer. Call, 07436 356 449 (Mon-Fri 9am-5pm) You can also report repairs by email to: property.services@urc.org.uk	Our Service Standards To be clear on what you can expect from us, the Repairs and Maintenance Policy, in our Asset Management Handbook, sets out clear standards on how quickly a repair should be done. You can read this in detail on our website www.rmhs.org.uk If you would like a printed copy of the Asset Management Handbook or, have any questions, call us on 07436 356 449 or email propertyservices@urc.org.uk Emergencies Within 24 hours Urgent repairs 7 working days Routine repairs 28 calendar days
Is it an emergency? For all out of hours and emergency repairs contact Service Solutions Direct. Call, 01772 289 499
For Worcester Bosch Boiler Breakdowns only Call, 0330 123 9339. They will confirm if your boiler is covered under their warranty.  If it isn’t please contact Service Solutions Direct for further support.

4. “You Said, We Did” Updates:
We will regularly publish updates on the website and in newsletters showing changes made based on your input.

5. Value for Money:
Our aim to highlight improvements and services offered. Creating a transparent cost breakdown making it easier for residents to understand exactly what their rent pays for. Following changes to how the URC pension is paid we are introducing rent payment via Direct Debit. Direct Debit is a safe and secure payment method often used to pay council tax and utility bills. Direct Debit also eliminates the need to visit the bank to update your payment instruction.

6. Feedback Channels:
You can contact us anytime by phone, email, postal forms.

7. Support & Adaptations:
If you need changes to your home due to health or mobility, please reach out to discuss options and support. In the first instance please contact your GP or Adult Social Care to request an Occupational Therapist assessment. Please keep RMHS up to date with any request for permission for the Local Authority to install any adaptations.

8. Community Engagement
Your wellbeing and sense of community are top priorities. Here’s how we are improving to help you stay informed, engaged, and connected:

• Regular Connection: By cyclical check-ins with your consent or if requested by phone, email, or video to stay connected and share any concerns. We can also assist in signposting to your local church or local URC church. Initial sign posting to local organisations, events, and community groups near you, where this is requested by you.
• Informative Newsletters: Receive regular newsletters which includes tips on wellbeing resources, mental health, money, and community services.
• Opportunities to Get Involved: Building on the success of the recent Correct Contract Services (CCS) online coffee mornings regarding the sustainability project we plan to make further online coffee morning sessions available. This will provide an opportunity for staff and residents to meet online to discuss general housing matters and develop a positive social environment.
• Listening and Engaging: We will seek to gain residents views using a range of methods and carefully listen to the feedback and views shared allowing these to inform service delivery and development.
• Celebrating and working together: We value residents’ contributions, feedback and involvement are seeking ways to develop this. Taking opportunities to celebrate and be proud of our community.

Whether you’re reaching out for support, looking to connect, or simply want to stay in the loop, we’re here for you.

• For urgent repairs, use our 24/7 contact line (details on your fridge magnet and below).
• If you need help contacting our Out of Hours Provider, find instructions [here/link].
• Accessibility tools (large print, alternative languages, audio newsletters) are available – contact us to request.