Our statement of intent
The council wants all tenants and leaseholders to be kept informed, consulted with and given opportunities to be involved with issues relating to the housing services they receive. We also want all of our tenants and leaseholders to know that the council listens to their views and acts upon them.
How we aim to do this
Knowing what's going on
We will keep you informed about what is going on in various ways:
- Tenants’ News magazine - This is posted four times a year and is also available on our website. Content of Tenants’ News is guided by an editorial panel of involved tenants and staff and includes information about how the housing service is performing, consultations that will be taking place, articles written by tenants and latest news from the social housing sector.
- Annual Housing Report - We produce an annual report for each financial year and provide a summary of the report for the previous year in each winter issue of Tenants’ News. Content of the Annual Report is subject to consultation with a group of tenants who check and comment on drafts before the report is finalised.
Finding out your views
Surveys
You’ll be asked for your views on the housing service by completing surveys. Every three years we will send a detailed satisfaction survey to all tenants and leaseholders seeking views on the full range of our housing services.
Holding discussion and focus groups
We invite tenants to attend discussion groups on particular topics. These are held in person or online.
Making decisions on housing services
You can become an Involved Tenant and be involved in decision making on housing issues in several ways. You can find out more about what it means to be an involved tenant on our tenant involvement page.
Involved tenants' handbook
All tenants wishing to join a panel or become actively involved are issued with a copy of the Involved Tenants’ Handbook.
Tenants open forum
The group meets four times a year with guest speakers and discuss matters which are of relevance to a number of tenants including those relating to grounds maintenance and issues affecting the wider community. The meetings include an opportunity to raise concerns with the neighbourhood team leader.
Leaseholder panel
All leaseholders are invited to a meeting once a year to ensure they are consulted and involved in decisions concerning their homes. All leaseholders will receive a copy of the Tenants’ News.
Housing and property services panel
This meets quarterly and monitors the delivery of services by the housing and property services teams with a particular emphasis on performance management. The panel helps guide future development of these service areas in a way which best responds to customer needs. Membership comprises ten tenants and leaseholders and includes representation by the executive officer for property services and head of housing and property.
Neighbourhood and housing needs panel
This meets quarterly and monitors delivery of services by the neighbourhood services and housing options teams with a particular emphasis on performance management. The panel helps to guide future development of these service areas in a way which best responds to customer needs. Membership comprises up to ten tenants and leaseholders and includes representation by the neighbourhood services manager and housing needs manager.
Support to become involved
Involved tenants’ charter
The charter sets out clearly what involved tenants can expect in terms of the support they will receive and what the council asks of them. You can find the charter in the Involved Tenant Handbook.
Training
Involved tenants and leaseholders will be offered a wide variety of training opportunities both relating to their role on a particular panel or on wider issues relating to housing policy and practice. There is also an opportunity for involved tenants to attend conferences and meetings with other providers of social housing.
Expenses
Members of tenant panels are able to claim out of pocket expenses associated with their involvement work; these are paid direct in to the member’s bank account on receipt of relevant receipts and completed claim forms. Tenant panel members are entitled to claim a mileage allowance when travelling in their own car to and from a meeting. The council provides taxis for those members who are unable to reach a meeting through alternative transport arrangements. Assistance with reasonable child care costs and carer costs are considered.
How performance is monitored
- Paper copies of Tenant's News are mailed to all tenants and leaseholders on a quarterly basis.
- A copy of the involved tenants' charter is included in the handbook.
- All tenant panel members are offered the opportunity of an annual appraisal meeting with tenant involvement staff and asked to assess the extent to which they feel the involved tenants’ charter has been met over the preceding year.
Contact us
If you would like to discuss any aspect of this standard, please contact us.