Enise's Story
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Enise Goring-Piskin has been a Wrekin tenant for over 20 years and is a member of the Customer Committee. The tenant-led committee ensures Wrekin’s 28,000 tenants can influence decision-making at the highest level.
Enise said: “We get involved in a lot of areas. We look visit different Wrekinproperties and go to conferences. We visited one of the extra care schemes and spoke to the customers and managers, just to reassure ourselves that everything’s going well.
“We have been part of the interview panel for different staff roles. That was very interesting because you heard a lot of stuff that you wouldn't hear, the nitty-gritty of how the operations run.
“What the customers want is for whatever is important to them at that moment to be sorted. They're very focused on that and it helps if you've got somebody on the end of the phone saying ‘that's important to me too’. You can see the staff are trying to get things sorted as well as possible. It’s having that feeling that somebody's doing something for you even if they're having to say, ‘well, I can't send somebody out today, but it'll be this time next week or whatever. The customers, you could tell, really appreciated that.”
Enise, who is a single parent of two, is aware of the struggles facing social housing tenants and is a big advocate for their wellbeing.
She added: “When I got divorced it was very reassuring that they were not going to take my house and my children's house away from me. It was already a very difficult situation but having that reassurance is something money can’t buy.”
“I think the mental well-being of our customers is very important that we shouldn't put undue stress on them, so I'll always vote for things that just give people peace of mind.”
Enise feels as though the opinions of customers on the committee and feedback received from wider tenants does have an impact and is taken onboard by Wrekin.
Enise said: “In the committee we all listen to each other and the executives are there. We are listened to. We've been able to influence things, you always can have an influence on everything.”
One area that Enise is able to offer her feedback on is the repairs and planned works service. Having recently had a new kitchen and roof repairs she is able to identify and feedback on areas for improvement.
Enise added: “The guy that worked on my kitchen, he was an advanced craftsman. He's very proud of his work and he did it very well. One of the handles was wrong, but when I pointed it out, he replaced it straight away. “
“There's nearly always something that could be better and I think that's true for all customers, but it's a good service, it's definitely a good service. We're very lucky to have it because if my mum, who owns a house, needs a new roof it’s a huge cost and a huge problem for her.”
“I remember one friend whose elderly parents lived in a Wrekin house. They rang in the morning with a problem and by the time they put the phone down, the trade was nearly there. They said, you know, it was just extraordinary how quickly somebody got to them.”