The Big Door Knock

Prima Group staff are visiting all our customers.

The Big Door Knock not only gives you a chance to hear from us about what support is on offer, but more importantly, it gives us a chance to hear how you are getting on in your home and the area where you live.

On the day, we will also hand deliver a printed booklet sharing the content of our new Support Hub, which provides advice on navigating the cost of living crisis.

On completion of the visit, we will enter you into a prize draw to win a £100 fuel voucher (gas or electric).

We will be in Leasowe this September/October, so keep an eye out for a card in the post letting you know when we are coming.

FAQs

  • Following the lockdown and the continued challenges of the cost of living crisis, Prima Group took a proactive approach to getting back out in our communities to engage with all our customers, hearing their voices and tackling issues in our communities.

    Lots of communities and households have changed drastically over the last few years and lockdown has brought with it a lot of challenges and changes in health and wellbeing too.

    We decided to launch the BDK in 2023 to enable us to capture data on areas such as damp and mould, household data, ensure that tenants knew where to come for support, and encourage customer involvement to help shape our services.

    With the introduction of the Social Housing Regulation Act 2023, we tailored our questions and approach to ensure that we were ready to respond and identify gaps in services and tenant needs.

  • Over the next few months, we will let you know when we are in your street and we will knock on every door. The days we will be out and about are every Tuesday and Thursday.

    We will leave calling cards to let you know we’ve been if you aren’t in and when we will be back. If you are not available, then you will have a chance to reschedule the appointment.

    We will also provide every tenant with a support booklet which has a lot of information.

  • The form takes about 10 minutes to complete, a little longer if you have things you want to talk to us about. These are some of the questions we will ask:

    1. Your household and next of kin details.

    During the BDK so far, 26% of our properties had significant changes to their household that they had not yet informed us about. That is 174 households with changes such as a child moving out, a relationship breakdown, a new baby, or even a partner passing away. Many of these households also had no next-of-kin details or out-of-date numbers/addresses.

    2. Damp, mould and other repairs.

    Whilst in the property, you can show us any issues, staff will take photos and we will report them. You will also be able to tell us about any repairs and we will call our surveyor who will be onsite for our BDK days and will pop around the same day to have a look.

    During the BDK so far, 298 households (45%) needed routine repairs not yet reported. 98 Households (15%) were struggling in their homes because they required adaptations and 166 households had damp and mould issues that they had not yet reported to us.

    3. ASB

    We will ask you about any ASB in the community or your neighbourhood that has not yet been reported

    4. Communication.

    We will ask you about how you would like us to communicate with you and how you would like us to refer to you; this includes the use of pronouns.

    5. Our new customer portal.

    We will look to make sure you are set up on the Customer Portal and ask you about getting involved with Prima to have your say and help us shape our service.

    6. Support.

    We will also ask you whether you need any help, advice or support following the cost of living crisis. Prima runs a tenancy support service which helps many tenants across and works with local partners.