Get involved

We actively encourage all of our customers to get involved and influence what is happening in their homes and communities.

Getting involved can be as simple as completing a survey, providing us with valuable feedback about what you think about our services. You may also wish to be involved in helping us to develop changes to our services to improve the way we work.

Our Customer Charter

Our Customer Charter sets out how we will work with you as customers to achieve the ambitions you have for you, your families and communities.

Our customer charter embraces everyone who lives in our homes and communities whatever kind of housing they live in or service they access including extra care, nursing homes, supported housing, homecare and affordable housing.

It applies to everything we do – from community activities, local housing management, repairs and maintenance through to top level decisions. Hafod believes that it is essential that you and the communities you live in decide what is important.

How did you #getinvolved in 2021?

Find out how we have heard our customers voice and what has changed as a result.

Walk in your community

Walk in your community is a great opportunity for us to work together to get an idea of the issues within your community.

We will be looking at a variety of things such as, bins, graffiti, damaged properties, bulky refuse, landscaping, trip hazards and the general condition of your area.

Our 2021 season has finished, we visited the 4 communities listed below:

  • 17 May – Mynydd Glas and Glan yr Afon Terrace, Maesteg, Bridgend
  • 12 July – Maes Ganol, Glan y Nant, Maes Uchaf, Rhydyfelin, RCT
  • 23 Aug – New House Court, Barry, VOG
  • 20 Sep – Richards Court, Roath, Cardiff

All walks are live at 2pm and due to the current covid guidance will be carried out via a virtual walk on Facebook live in your Hafod #Connect group where you have the opportunity to post comments to your team.  You can also comment prior to the walk for for us to answer your query on the day.  

The walks, comments and feedback can be found in your Facebook #Connect group.

#Connect Bridgend 

#Connect Cardiff 

#Connect Newport/Torfaen 

#Connect Rhondda Cynon Taf 

#Connect Vale of Glamorgan 

#Connect Merthyr Tydfil 

 

Scrutiny Panel

Our Scrutiny Panel is made up of volunteer customers and plays an important role in helping to improve our services. The Panel meet regularly to review performance and make recommendations to ensure our customers have a voice, placing them at the heart of everything we do.

The Panel have chosen their hot topics for 2022.  They are not in any specific order.

  • Assets – average completion times for jobs, percentage of jobs completed
  • Housing – former tenant arrears,
  • Housing – ASB complaints
  • Care Homes – customer satisfaction feedback
  • Care Home – expenditure
  • Colleagues – Turnover
  • Colleagues – Training compliance
  • Governance – Complaints
  • Governance – CHC code of compliance
  • Governance – Compliance with performance standards

Join the Panel

If you would like to find out more about the Scrutiny Panel please get in touch with your engagement team on 0800 024 8968 or fill in the form below.

Question of the month

Every month when you phone our customers services team you will be asked to take part in question of the month.

July’s question

Customers who call us this month will be asked to tell us what they think about the service they receive from Customer Services when they phone us, email us or comment on social media, and inviting them to help us to shape our service standards.

Would you be interested in attending an online chat, lasting about an hour? The focus group will be online on Wednesday 20 July, 1-2pm.

Do you have a question you think we should be asking our customers? Fill in the form at the bottom of the page with your suggestions.

Mystery Shoppers

Customers from our Service Improvement Team carry out digital mystery shopping exercises by listening to calls made to our customer service team. The aim is to make sure our services are delivered equally by everybody and to identify training needs within the team.

As a digital mystery shopper you will be sent a link to access the calls and survey.  This takes place 4 times a year and will only take 30 mins to complete.  As a thank you for your time, you will receive a £20 Amazon voucher.

If you are interested in becoming a mystery shopper, please fill in the form below.

Facebook 

Have you joined your #Connect group yet?

The groups have been set up so we can #connect with you and build an online community where you can share the great things going on in your area and more.

Along with partner organisations we will post information about housing advice, money and benefits advice, events and activities, job vacancies and more!

#Connect Bridgend 

#Connect Cardiff 

#Connect Newport/Torfaen 

#Connect Rhondda Cynon Taf 

#Connect Vale of Glamorgan 

#Connect Merthyr Tydfil 

You can also get involved in topical polls.

Your feedback from recent polls have enabled us to change visiting times to our care homes to suit your needs and  hear your voice on how you feel we have responded to coronavirus.

 

TPAS Cymru – Tenant Pulse

What is Tenant Pulse?

Do you want to make housing better?

Tenant Pulse is the voice of tenants in Wales.  It has been created by TPAS Cymru and is supported by Welsh Government.  Their main aim is to find out what matters most to tenants in Wales.

The results of their surveys are used by Welsh Government and landlords to create housing policy which works for tenants, and which makes housing in Wales safer and fairer.

Have your say by joining the thousands of tenants already registered – please click here.

Our Customer Charter

Our customer charter sets out how we will work with you as customers to achieve the ambitions you have for you, your families and communities.

Our customer charter embraces everyone who lives in our homes and communities whatever kind of housing they live in or service they access including extra care, nursing homes, supported housing, homecare and affordable housing.

It applies to everything we do – from community activities, local housing management, repairs and maintenance through to top level decisions. Hafod believes that it is essential that you and the communities you live in decide what is important.

We are committed to work with you to:

  • come up with your own plans and ideas
  • define what success will look like for you and your community
  • agree what support you need to be successful
  • be imaginative and creative
  • share what goes well and what doesn’t go so well so that other people can learn from your experience
  • identify other groups and agencies who can help

Our charter lays down the values we share, our new approach to working together, what support we can offer each other, how we will measure success and what to do if you have any questions or ideas.