Tenant Engagement Service Standards
This service standard outlines the level of service you can expect from the Tenant Engagement Team. It reflects our commitment to work in partnership with tenants, leaseholders, and residents to shape housing services and support communities.
We are committed to:
- providing you with a variety of opportunities both informal and formal to get involved in shaping and improving services
- provide you with opportunities to monitor, review and challenge service delivery, policies or procedures to improve our services
- ensuring that participation is accessible for you
- respect all voices - at all times treating you with fairness and courtesy and respecting confidentiality
- acknowledging your enquiry, within 3 working days, where we cannot provide a full response straight away, provide a full response within 10 working days
- providing you with feedback, to explain how tenant input has influenced decisions and what actions have been taken as a result of tenants' contributions
- making sure the information the team provides to you is easy to understand and accessible
- recognising and celebrating tenant involvement
- regularly reviewing the tenant engagement strategy to ensure it continues to encourage and increase the involvement of tenants in issues that concern them
- provide resources to support tenant engagement including funding to enable and support existing and developing tenants and residents groups
To meet our commitments, we will:
- provide you with support from the Tenant Engagement Team
- promote the benefits of tenant engagement to housing staff and to tenants and leaseholders via the Tenant Engagement webpage, tenant newsletter and ebulletins
- ensure our webpage provides up to date information highlighting how tenants and leaseholders are influencing housing improvements and their communities
- always maintain professionalism and courtesy
- ensure you have a number of ways of getting involved, whether that is online, in person, via post or other media
- make reasonable adjustments to meet your individual needs, such as providing information in alternative formats or supporting with completing online forms
- cover all reasonable travel and other agreed expenses to ensure you do not suffer financial pressures from being involved in engagement activities. Payments will be made on the day of the activity
- provide training opportunities to involved tenants and leaseholders
- arrange an annual celebration event for involved tenants and leaseholders
We ask you to:
- take part in consultations or engagement activities
- attend meetings, respond to surveys and join groups
- work with us as partners to help improve our services
- share honest and constructive feedback on services and proposals
To measure and improve our service we will:
- ask for your feedback on specific services you receive
- annually review our performance and publish the findings online
- use your feedback to help improve our services