26th March 2019 at 10:41 #5189
March 31st is the deadline for replies to Camden’s online consultation regarding day-to-day repairs for Camden housing in Holborn.
This is an opportunity to have a say about how the housing repairs service can be improved. This includes, in my view, the method by which repair requests are reported, acted on and completed in a clear and accountable manner. The current repairs reporting system on the Camden Account is dreadfully poor – and lacks many basic features and functions.
The form is quite short! And it only takes two minutes to fill in.
I’ll share my thoughts regarding some of the opportunities for improvement here:
Day-to-day repairs and caretaking services requests can be efficiently managed by the same reporting system. There is no need to develop two different systems and processes for residents.
Any system which is produced must have the following features and functions – all of which should be publicly visible:
* A single high-level, easy to browse view of all repairs and caretaking services requests which have been made for a specific estate or building
* All live and in-progress requests – as well as recently closed and resolved requests should be visible in a single view.
* Residents should be able to request any kind of repair – not just those which fit into a limited list of ‘repair types’ – as on the current repairs reporting service.
* Each request should have the ability for residents to write about the issue they have found and to upload a photo.
* Each request should require the response from the relevant Council officer or operative to indicate the plan of what will be done to resolve the issue.
* Each request should have the ability for the person who submitted the request and any other residents to submit comments – or related requests or photos. This should be available for both in-progress and closed requests.
* Residents should be able to indicate if they require a reply from the Council regarding their comment or related requests.
* Residents should be able to post a rating (excellent, satisfactory, poor?) regarding each closed / resolved request.
* Each request should require the relevant Council officer or operative to indicate what they have done to complete / resolve the request – and to include a photo of the resolved issue.
* Each request should require a date and time stamp for when the request was submitted when any response was written by Council staff, when residents or Council staff follow up with comments, related requests and photos, when the request is closed and / or resolved.
* The metrics for the operation of the service should be clearly evident and available to all. This should be visible at the level of an individual estate or building – and should include annual and monthly statistics for: total number of requests, number of requests resolved within 1 day, 2 days, 5 days etc. The average rating for resolved requests.26th March 2019 at 11:55 #5190
Thank you for alerting us to this Survey. And it provides an option to be notified of the outcome when completed. We await with interest !!
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