We value clear and open communication with all Saffron tenants. Here, we learn from recent feedback from tenants regarding the notification process for a recent communal area works.
Addressing Recent Concerns
In July 2024, tenants received a letter informing them of planned painting works in communal areas during the 2024/25 financial year. The work was completed in March 2025. We've since received feedback that the initial notice, while provided well in advance, lacked a specific start date and sufficient advance warning for tenants.
A tenant raised a valid point: that in the case of vulnerable tenants they would need at least 21 days' notice to inform carers and social workers of planned disruptions. As this was the second piece of feedback we received we have not only responded to these points but have also thought about how we can learn from this example and improve things moving forward.
Our commitment to Improvements
Although our tenancy agreement stipulates that 7 days' notice for works inside individual homes is required, we recognise the need for a more extended notification period for communal area projects. Although we notified tenants, we recognise that as we didn't specify the actual dates of the work, this led to confusion and was not effective communication.
Looking ahead, we are committed to providing at least 21 days' notice for all planned communal area works, including sending a follow-up reminder before work takes place. We will also add a note to our records specifically for schemes that have tenants with additional needs to ensure this extended notice period is always put in place.
We are actively investigating ways to improve our reminder systems. This includes exploring options for sending out reminders closer to the start date of planned works to ensure tenants have the most up-to-date information.
We were pleased to hear that the tenant who raised the concern was happy with the quality of the work completed by our contractors. Positive feedback like this, alongside constructive criticism, helps us understand what we're doing well and where we can improve. This learning is vital to delivering a positive tenant experience.