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Direct Debit Issues

We are aware that customers are experiencing intermittent difficulties with Direct Debits this morning. We are investigating this issue currently and aim to have this resolved as soon as possible.

Please ask any of your customers who have experienced problems, to contact their bank.

We will communicate with updates or when the issue has been rectified to ensure you are kept aware of the situation.

We apologise for any inconvenience.

Get involved

Why not get involved ?

We actively encourage our tenants to have a say in how we run things at KHT. Tenants are represented on the KHT main board at area level through Knowsley’s network of residents associations. As a team, we’re making a lasting and positive contribution towards the regeneration of Knowsley. Why not become a volunteer for your community and have your say?

Ways you can get involved

Through KHT’s Customer Involvement team you can make a real difference to your community. Here are a few of the activities you can take part in:

Customer Assurance Panel

Customer Assurance Panel
This panel is made up of tenants who scrutinise the services KHT provides. Where problems are identified, they use the Tenant Inspectors to investigate further. They put together an action plan used to improve KHT’s services. Meet our Customer Assurance Panel.

Tenant and Resident Associations (TRAs)

Tenant and Resident Associations (TRAs)
TRAs are run by the community, for the community. They seek to influence and improve their area, and their concerns are not limited to housing issues. They also act as a community network bringing local people together.

Tenant Inspectors

Tenant Inspectors
Tenant Inspectors are tenants who volunteer to independently inspect KHT’s services to ensure they are being provided efficiently and to the highest standards of customer care.

Have Your Say

Have Your Say
Have Your Say brings together people between the ages if 16 to 30 years old to discuss community issues.

Complaints and Compliments Procedure

Complaints and Compliments Procedure
This allows our customers to make a formal or informal complaint or compliment about the service they have received.
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Our Listening to You document details resident complaint information from 1st April 2016 – 31st March 2017.

Online Surveys

Online Surveys
We always want customers views on the services KHT provides. We create surveys that can be completed online, for customers to feedback to us about our performance.

Focus Groups

Focus Groups
KHT hold a number of focus groups throughout the year. Focus groups are small groups of no more than twelve people commenting on and reviewing specific KHT services for example our repairs service. The meetings usually last about two hours and we can arrange free transport to and from the meeting. In addition we can also pay child/adult care costs.

Planned Maintenance

Planned Maintenance
Before we start any planned maintenance scheme, we provide a range of involvement opportunities to talk to you about the work being carried out.

Satisfaction Surveys

Satisfaction Surveys
We send out regular questionnaires to enable us to gather your views.

Telephone Consultation

Telephone Consultation
We telephone customers (for example, following a visit by one of our staff) to ask some standard questions about a specific service.

Annual Training programme For Customers

Annual Training programme For Customers
KHT run an annual training programme for customers to support involvement with KHT and to enhance their skills and knowledge.

Landlord Board

Landlord Board
Our board is a voluntary body that oversees the running and management of KHT. This gives KHT customers an equal weight in the decisions and directions of KHT policies and implementation.

Complaints Panel

Complaints Panel
This panel looks at stage 3 complaints and whether the complaint has been dealt with appropriately

Chairs Forum

Chairs Forum
All chairs from the Resident Groups come together and share best practice and partner agencies can come to promote their services.

Want to know more? Contact our Customer Involvement team on 0151 290 7000 or email Jamie Sowler at jamie.sowler@firstark.com.

Service standards and customer involvement

We recognise that not all customers want or are able to attend meetings, this is why we offer a wide range of options for involvement, ranging from providing printed information to applying for membership of our board.

We will:

  • Attend evening and weekend events upon request, where resources allow
  • Carry out an annual tenant inspection programme which will be agreed with our Customer Assurance Panel
  • Provide an annual training programme available to and agreed with KHT Customers
  • Provide agreed support to all our Registered Tenant and Resident Groups
  • Provide and publicise our “menu of opportunity”, explaining all of the ways you can get involved with KHT
  • Give feedback to customers who have been consulted with on the results of the consultation
  • We will produce at least two tenant magazines a year to keep you updated about our activities
  • Support the Customer Assurance Panel to carry out at least 3 service reviews a year and report their findings to First Ark Board

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