Tenant Involvement
We are committed to tenant participation and will ensure there are always mechanisms in place to encourage and support tenants to play an active role in the decision making process of the Association, using the four key areas of communication, information sharing, consultation and representation:
Communication
We feel that you should be able to approach us informally at any time, either in person, by telephone, or via the internet. Where necessary we will provide interpreting services for those who have difficulty in communicating in English.
Information sharing
We will provide you with full and clear information about your tenancy, the Association and your rights as tenants when you first become our tenant. You will receive a copy of our handbook, at the start of your tenancy or at any time thereafter upon request. We produce a quarterly newsletter, which we use to share all relevant information.
Consultation
We will consult you and seek feedback from you on:
- Maintenance and contractors performance
- Major repairs and improvements
- Changes and improvements to the service provision
- Changes to the tenancy agreement [but excluding changes in rent
The way we consult will depend on the areas involved but will include writing to you individually, globally by the newsletter and/or by holding discussion groups.
We will also undertake a tenants’ survey, on a regular basis. This will be based on the National Housing Federation’s STATUS survey.
Representation
While we recognise that it is difficult in an Association where the majority of the properties are individual street properties to have a Tenants’ Association, we encourage groups of tenants to meet, and will service these groups in a way that is beneficial to them. The purpose of the forum meetings is to seek a tenant’s perspective on day to day issues.
We have at least one place on the Board for a tenant of the Association. We recognise that the role of this person will be to present a tenant’s perspective.