We are keen to involve our residents in the work of the Association.  In particular, we want our customers to help shape and monitor the services we provide. This would include setting standards for delivering services, such as repairs and maintenance, quality of accommodation, estate management standards and then by helping to scrutinise and monitor those services and standards.

We want to offer customers a menu of involvement options so that we are able to work with residents to tailor our service standards to customer priorities. This would include:

Individual Feedback - By letter, e-mail, phone, website or in person at the office.

Estate Champions - Involved in regular estate and property inspections.

Focus Groups - For particular issues and setting standards

Surveys - Residents invited to give feedback on services via questionnaires.

Customer Panel - Consulted about policies, procedures and services.

Over the coming months, we want to develop an Annual Report which will detail how we aim to develop standards, targets and monitoring arrangements in conjunction with our residents.  If you wish to be individually involved in this process, please contact Keith Molony at the office to discuss further.  Alternatively, we will be publishing proposals to all residents via our newsletter and website and we would encourage everyone to respond to these proposals with their views.

Listening to our tenants

We take our residents views very seriously.  We have a Customer Panel that is involved in all aspects of our work, including Best Value reviews of service areas, our Business Plan and monitoring performance.  The Association also has 2 tenant Board Members.

We also aim to provide choice where possible when carrying out improvement works.

We constantly monitor our performance and provide details to the Board, Customer Panel and to our residents via our newsletters and Annual Report.  We also carry out a detailed survey of our residents views every three years.  The next survey is due in 2012.

Our Customer Panel agreed our Involvement Statement in July 2008, which can be viewed by clicking the link below. 

FHA Involvement Statement 

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