Our local offer: Tenant involvement and empowerment

Customer service, choice and complaints, involvement and empowerment, Understanding and responding to diverse needs of tenants

We will:

• Be polite and respectful at all times, treating you as an individual and being sensitive to cultural differences
• Make sure you are fully aware of the options available to you
• Provide an interpreter if you find English difficult to understand
• Train staff to respond to you effectively and fully, showing consideration and fairness at all times
• Have a complaints procedure which is quick, easy to understand and use
• Apologise when things have gone wrong and learn from all complaints and use them to improve services
• Report the number of complaints we receive and any learning opportunities to residents in our annual report
• Send you a Newsletter 4 times a year
• Offer to provide the information in different formats e.g. tape or translation or offering you the services of an interpreter if you want one.
• Carry out 4 surveys each year to get your view of our services and tell you the results
• We will inform you via our website and newsletter about any events or activities that are taking place
• We will offer up to three places on our Board of Management for residents
• We will support a Tenants Quality Panel that will scrutinize all areas of the association’s work
• Provide both practical and financial resources to support resident involvement, including a budget to support all aspects of resident involvement and community development
• Attend all resident meetings when invited and provide any administrative help that is needed
• Provide access to training and support for residents who wish to get involved and will repay any expenses incurred, including transport and for residents who attend meetings
• Monitor the effectiveness of all resident involvement by assessing the impact that resident involvement has had on our services. We will report on this annually to our Board
• We will have a “customer service charter” in place which will set out clearly how quickly we answer the phone; respond to correspondence and emails and how we will deal with visitors to our office

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