Tenant and Leaseholder Annual Report: Transparency, Influence and Accountability
Influencing our decisions and holding us to account is in this standard. It also covers fairness and respect and raising complaints. We will:
- treat tenants and prospective tenants with fairness and respect.
- take tenants’ views into account in our decision-making about how landlord services are delivered. Tell you how your’ views have been built into our work.
- communicate with you and provide information so tenants can use landlord services, understand what to expect from their landlord, and hold their landlord to account.
- collect and provide information to support you to understand how we are doing so that you can question us on how we are providing services and challenge us to do more.
- ensure complaints are addressed fairly, effectively, and promptly
What we have done
- sent our Annual Tenant Satisfaction Survey to you all. Some of the results are shown above.
- delivered extensive training for all Housing staff in respect of fairness and respect
- consulted our Tenant Scrutiny Panel and our Tenant Voice Panel when we have reviewed our antisocial behaviour policy and repairs policies. We are keen to have more customers join these groups, so please get in touch if you are able to spare the time to help us improve our services
What we will do
- introduce an improved way to gather feedback from tenants e.g. send you a survey as soon as a repair is completed.
- review the complaints handling process to make sure more complaints are responded to within the target time and share what we have learned from them.
Also see
Housing Equalities and Engagement Facilitator
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