What our tenants are saying about our services...

A Greenhill tenant said:

"I want to compliment the men who have just laid the loft insulation.

"They were very respectful of her property, cleaned up after themselves and were lovely with me."

Paul a Birch Green tenant said:

"The process for me began in September 2023 after a referral to Adult Social Care. They had a visit to my home to access any possible needs and support I may warrant. It was decided that an accessible bathroom installation would be an appropriate aid and I was informed that the request for this installation would be submitted and a surveyor would be in touch with me.

"I was also advised that because of a backlog caused by the Covid lockdowns and the fact that more support was needed throughout the community that it would not be a rapid process which I fully understood. The surveyor made contact the first week of December 2023 to arrange a visit and he came 10 days later to take some measurements and inform of the next steps of the process, letting me know that the products needed for the new bathroom application would be ordered so they would be available for when the work would begin. Again I was informed that it wouldn't be a rapid process because of the ongoing backlog of work.

I was again fully understanding and just happy for the process to be moving forward. I received a courtesy call from Adult Social Care in February 2024 and I updated them on the visit from the surveyor. "In June 2024 on a Wednesday afternoon I received a phone call from the company that was going to be delivering the installation to inform that they had the opportunity to begin work on my property the next day due to a cancellation.

The process was explained to me and I agreed for the work to begin the next day. The installation took 9 days and each day the team arrived, explained what work would happen each day and then at the end of each day made sure to tidy up and make sure I was happy with the process.

After the team had finished my new bathroom installation on the Monday afternoon, the next morning the surveyor visited to check the work had been completed properly and asked me if I was happy with the work and the new bathroom, which I obviously replied 'Yes'.

Throughout the entire process I felt fully informed and involved in any decisions made, and even though I have nothing to compare the experience to, I feel very satisfied with it all.

In regards to the revised Aids and Adaptations policy, I have no problem with reading the document, I can't promise that I will have a full understanding of it, but I am willing to see if anything obvious stands out to me.

I hope this information is helpful and what you are looking for."

Paula, Tenant Voice Member, says:

“I have been a tenant with West Lancashire Borough Council for over 25 years. I joined Tenant Voice as I wanted to make a difference, not just for myself, but neighbours and other tenants. 

As a member of the Tenant & Leaseholder Advisory Group, I get to speak directly to the managers who deliver our services to tell them what they do well but also where things could be done better. I am pleased that I am told how my feedback has changed things  that will benefit all tenants.”

Joan Killey

Tenant Member, Landlord Services Working Group said:

"I have been a tenant with West Lancashire Borough Council for 43 years and am a tenant member of the Landlord Services Working Group. I would like to welcome you to our 2023/2024 Housing Annual Report.

In the early 80s I was asked if I wanted to be involved in a new group in my area. I liked the idea and said yes and that was the start of my journey.

During my time volunteering for West Lancashire Borough Council, I have had the opportunity to take part in scrutiny reviews, mystery shopping, policy reviews and a wide range of consultations. I wanted to see changes and I believe they can be achieved by working together and having our voices heard. During 2023, I heard some exciting news that a new Tenant Voice team was starting and I, along with other interested tenants, had the opportunity to be involved and work with the new team to refresh the opportunities tenants and leaseholders had to get involved. 

Since then, I've been involved in a number of consultations, challenges and reviews, including the rent statement and anti-social behaviour reviews. By being involved in these activities I was able to give my feedback and make recommendations.

My role as a tenant member of the Landlord Services Working Group is to consider reports and recommendations from our housing teams as well as assurance about service delivery. I can see the evidence were tenants and leaseholders' feedback and recommendations have been used to understand how we are performing as a landlord.

With Tenant Voice and the involvement opportunities, I would reassure any tenant or leaseholder that there will be plenty of support and training available. 

West Lancashire Borough Council provides a good service but there is always room for improvement and that’s where we, as tenants, come in.

As tenants and leaseholders, we can influence the delivery of our housing services. If you think you would like to make changes, use your voice and make a difference, I would definitely encourage you to get involved"

From homelessness to a new life in Fairlie

Phil recently moved into one of the council’s new-build properties in Fairlie. It is a fresh start for the 71 year old, who started the year homeless. Living in his car, his future looked bleak. 

Desperate and unsure of where to turn for help, Phil reached out to the council’s Homeless Team. It was the start of his journey to turning his life around. Phil, who moved into his flat in March, explains: “My home here in Skelmersdale is absolutely superb. From being homeless to ending up with a brand new apartment, it is something I didn’t even dare to dream of happening. 

“I suppose it is a rags to riches story – you can’t beat it. Paul [Homelessness Advice & Prevention Officer] told me I’d never sleep in my car again – and since then I haven’t. He organised accommodation for me, first in a hotel, then in Skelmersdale. 

“Paul went out of his way and everyone I’ve met at the council has been brilliant. If you tell them you have a problem, they’ll do what they can to help you.

“I accepted the flat without even looking at it. I didn't need to – no one had lived in it – and I’d never had anything brand new in my life. It’s quiet and I have lovely neighbours.” 

Phil was determined to give something back to his community and is starting to see the impact his involvement is having. He adds: “Because the council has been so good to me, I wanted to do something for the next person coming along, so it would be a bit easier.

“I spoke to the Homeless Team and made some suggestions on what to do in their temporary accommodation, such as swapping tiles with carpet tiles to make it warmer, while they’re also easy to replace. They told me that I should share my ‘great ideas’ and join the tenants committee. 

“I had a realisation that I could really do something. I’d asked for a notice board in all temporary accommodation with information such as emergency numbers, gas and electricity suppliers, and I was told that it would be happening. I walked out of that building feeling brilliant, because now somebody's life is going to be a lot easier. 

“You can choose to sit around and watch daytime TV or go along to these interesting meetings and we can see a point at the end of it. You might only be one person, but the numbers are growing. We are being  listened to and people are asking me to speak on their behalf. I’m also approached to offer advice and use my experience of being homeless.” 

Linda, Tenant Voice Member, said:

“It's really good that West Lancs have tenants involved and it's important that we are given the chance to talk to different officers and teams about our homes and our communities.

I love taking part and meeting other volunteers who want to make things  better for all tenants.”