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Chief Executive Update

Lynn Wassell CEO

CEO Lynn Wassell 

Dear Customer

I wanted to send a personal message to you as we find ourselves over 6 months into the pandemic and lockdown restrictions. 

It’s so important to keep you up to date with what’s going on and with any changes and we’re trying different ways of doing that- texts, outbound calls to vulnerable and older customers, website information and our newsletter. 

With social distancing in mind, we have reduced face to face contact and we know that’s not ideal for everyone. 

We want to listen and help and we’re doing our very best to do just that. 

We have contacted thousands of our customers since lockdown began through outbound calls, customer surveys and video contact:

Outbound calls

As we went into lockdown we embarked on an outbound calling campaign to check in with our most vulnerable customers and offer advice and support

  • Over 1400 calls were made to customers, resulting in around 900 conversations
  • We spoke with over 530 older and vulnerable customers to make sure that they had all of the support they needed in terms of access to supplies and medication
  • We also made outbound contact with around 350 customers whose income might have been affected by the lockdown to make sure they had all of the required support around claiming benefits and paying their rent

CX Surveys

We partnered with a company called CX Feedback in order to issue a quick survey to our customers to check on their wellbeing

  • We issued almost 3000 surveys via email and text to our customers
  • We received around 2000 responses to this
  • We were able to provide direct support and advice to customers based on their responses

Video Contact

We are using a simple solution for video calls – your housing officer can send you a link that will allow you to speak directly and securely with them if you have any issues that you would like to discuss.

We are operating a full range of services and works although our office at Scott Street is closed and the team are working from their own homes.

This includes:

  • All repairs including routine repairs
  • Property allocations and sign ups
  • All tenancy matters and support
  • Advice on universal credit and other benefit claims
  • Rent and payments collection – we have helped our customers secure £185k in benefits since lockdown started
  • Being on site building new homes 
  • Investment programmes:
  • £700k in new boilers and heating systems (Motherwell, Hamilton, Lesmahagow  and Airdire)
  • £1m on new kitchens and rewires (Motherwell, Hamilton and Larkhall)
  • Fencing across our areas (please be aware this may depend on owner occupiers also agreeing to pay for this work)  

We know there are some particular challenges in dealing with cases of anti-social behaviour which are higher than normal level during Covid restrictions. We are dealing with 70 new cases each month compared to a normal average of around 20. This increase in volume, coupled with COVID restrictions, makes it more challenging to deal with all of the cases as effectively as we would like. I want to assure you that nevertheless we are dealing with them all and seeking to assist customers and communities to find positive outcomes.

Thank you 

Lynn Wassell

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