| 1 |
Tenants' Representatives
Useful for: A formal way for tenants on a scheme or estate to make their collective views known.
Key features: Resident volunteers represent their site, and elections are held amongst their neighbours.
|
|
13 |
Neighbourhood Forums
Useful for: Residents in a wider area who want to get together to discuss local issues with local managers.
Key features: Residents can discuss and influence policies and issues that affect particular areas.
|
| 2 |
Tenants' Consultative Committee (TenCC)
Useful for: Tenant Representatives collectively influence policy, standards, and services.
Key features: Meetings with senior management every three months. Issues are reported to Board, and summaries included in each Newsletter and posted on Notice Boards
|
|
14 |
Telephone Surveys
Useful for: Contacting customers direct to find out their views and opinions on a particular service, eg. repairs, allocations of homes.
Key features: One-to-one contact over the telephone. Provides us with instant feedback.
|
| 3 |
Network Contacts
Useful for: Schemes, estates or areas where there are few homes, and/or where it is otherwise difficult to get formal Tenant Representatives.
Key features: Interested residents are contacted regularly to get their views.
|
|
15 |
Home Visits and Office Surgeries
Useful for: Residents who want to discuss matters on a one-to-one basis with a member of staff.
Key features: Specific appointments can be requested. Office Surgeries are held on various sites regularly.
|
| 4 |
Ring-Round Club
Useful for: Giving us 'snapshot' information on what our residents think.
Key features: Interested residents are contacted regularly to get their views.
|
|
16 |
Focus Groups and Working Groups
Useful for: Residents get together with staff to discuss a specific issue on an informal basis.
Key features: Focus groups usually meet on a one-off basis to discuss a one-off issue. Working groups meet more regularly to see a project through - perhaps a Best Value Review.
|
| 5 |
Newsletters and Fact Sheets
Useful for: Keeping you up-to-date on things that are happening, and letting you know how we are performing.
Key features: Produced quarterly and sent to all residents. You can be involved in the Newsletter by joining the Editorial Board, or by sending in your ideas for articles or features, or just by asking about the facts and figures we provide.
|
|
17 |
Repair Satisfaction Slips
Useful for: Giving us feedback on your experience of our day-to-day repairs service.
Key features: The satisfaction slip is automatically sent out, once your repair is ordered for you to advise us whether the repair is carried out to your satisfaction.
|
| 6 |
Residents' Associations
Useful for: Residents who want to get together to discuss how their estate is being run; to arrange social events; and to build a community spirit.
Key features: Residents' Associations must be formally constituted with a Chair, Secretary and Treasurer.
|
|
18 |
Feedback Comment Cards
Useful for: Telling us what you think of our services and giving you an opportunity to bring a specific issue to our attention.
Key features: Available at Open Days, Local Meetings, Area Forums, and all our offices.
|
| 7 |
Residents' Open Days and Local Information Days
Useful for: Residents to meet other residents, to learn more about the business, and to speak to staff, including senior management.
Key features: An office Open Day is to be arranged once a year. Local Information Days are arranged as and when necessary.
|
|
19 |
Information Packs and Handbooks
Useful for: Giving you useful information to help you settle into your new home.
Key features: Handed out all residents when they move in. Advises you about how to report repairs, how to make complaints, how to pay your rent, staff details, and office opening times, etc.
|
| 8 |
Local Information Notices
Useful for: Finding out whats's new or what's happening in your area; either delivered or on the Notice Board.
Key features: For example: could give details about new plans; invite you to a specific meeting; or standards of service on your site (eg. when a block of flats was last cleaned)
|
|
20 |
Internet Technology
Useful for: Residents who have access to a PC and can go 'on line'.
Key features: You can visit our website and see more information, and then log your views, enquiries, or requests.
|
| 9 |
Questionnaires
Useful for: Residents who can give us feedback in writing on particular subjects.
Key features: An opportunity for you to give views on services and performance, and to influence future planning.
|
|
21 |
Board of Management/Committees
Useful for: Residents who want to get fully involved at a corporate level.
Key features: Formal meetings and elections to become a Board Member. Training is provided. Involvement in decision-making that affects the whole of the organisation.
|
| 10 |
Consultation Exercises
Useful for: When we need a formal decision on what the majority think, eg. who is to be their Representative, or whether a planned improvement should go ahead.
Key features: We will write to you, enclosing a ballot paper and a stamped addressed envelope.
|
|
22 |
Best Value Steering Group
Useful for: Helping us to plan how to continuously improve services.
Key features: An opportunity for you to oversee services and performance reviews, and to influence improvements.
|
| 11 |
"Helping Hands" Good Neighbour Initiative
Useful for: Non-English speaking residents.
Key features: An opportunity to join our database of residents who have foreign language skills and are prepared to act as informal interpreters for fellow residents.
|
|
23 |
Neighbourhood Improvement Panel
Useful for: Helping us to plan how best to spend the funds available.
Key features: An opportunity for you to give input on services and performance reviews, and to influence improvements.
|
| 12 |
Complaints Follow-Up
Useful for: Helping us to make sure that all complaints are dealt with properly.
Key features: Residents receive spot-checks on how they viewed the complaints process.
|
|
24 |
Eyes and Ears Cards
Useful for: Keeping us informed of the standard of contractors' work, especially site services such as gardening, cleaning etc.
Key features: Regular contact made to specific individuals who tell us if contractors have been and the standard of their work.
|