Our customers are at the heart of what we do. As part of the new regulatory guidelines for housing providers we are looking at new ways we can continue to improve our customer involvement.
Following consultation with tenants across the country, the Tenant Services Authority (TSA) has set six standards which will be used to inspect all housing providers.
These are based on tenant priorities, and it is now up to housing providers to work with their tenants to find out exactly what they want from each standard.
We will be working with tenants over the coming months to put together our annual report and develop our 'local offer'. This will set out exactly what we pledge to deliver under each standard - for example the level of service residents can expect from us, and how people can get involved and have their say in our services.
One of the six standards is tenant involvement and empowerment so we are looking at ways we can build on our existing resident involvement structure.
We believe in ‘Getting it Right Together’, which means we value the benefits that resident involvement brings to Family.
Effective resident involvement is important in monitoring the services we provide, achieving value for money and helping us to continuously improve the way we do things.
We recognise there are challenges and barriers to overcome to involve residents effectively so we will continue to build on the variety of ways that we offer residents to get involved in different areas of the business.
The ways people can become involved range from service groups and mystery shopping to resident board members and resident service inspectors.
Find out more information about resident involvement at Family in our Customer 1st section.