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Following the tragic Grenfell Tower fire in 2017, the Government spoke to residents to understand how they felt about their housing association and what changes need to happen.
The main theme from these discussions was that residents don’t feel listened to.
The following year, the National Housing Federation (NHF) launched ‘Together with Tenants’ to improve this and strengthen the relationship between residents and their housing association.
After lots of engagement with residents and their members, the NHS developed a four-point plan for change, including a new charter with six commitments which sets out in clear terms what residents can – and should – expect from their landlord, as well as how residents can hold them to account.
We’re pleased to say that we’ve signed up to this charter, which covers:
1 – Relationships
2 – Communication
3 – Voice and influence
4 – Accountability
5 – Quality
6 – When things go wrong
We’ve carried out a self-assessment to check our progress against each commitment and then our Scrutiny Team sense-checked this by carrying out its own assessment.
You can find the results of this assessment in the documents section of this page.
The results show our commitment to the charter and there are also recommendations from the Scrutiny Team on how we can continue to improve.
We’ll now work on these recommendations and keep the Scrutiny Team and this page updated on our progress.
On this page, you’ll also find a ‘Together with Tenants’ project, where you can find out more about the initiative and have your say.
Following the tragic Grenfell Tower fire in 2017, the Government spoke to residents to understand how they felt about their housing association and what changes need to happen.
The main theme from these discussions was that residents don’t feel listened to.
The following year, the National Housing Federation (NHF) launched ‘Together with Tenants’ to improve this and strengthen the relationship between residents and their housing association.
After lots of engagement with residents and their members, the NHS developed a four-point plan for change, including a new charter with six commitments which sets out in clear terms what residents can – and should – expect from their landlord, as well as how residents can hold them to account.
We’re pleased to say that we’ve signed up to this charter, which covers:
1 – Relationships
2 – Communication
3 – Voice and influence
4 – Accountability
5 – Quality
6 – When things go wrong
We’ve carried out a self-assessment to check our progress against each commitment and then our Scrutiny Team sense-checked this by carrying out its own assessment.
You can find the results of this assessment in the documents section of this page.
The results show our commitment to the charter and there are also recommendations from the Scrutiny Team on how we can continue to improve.
We’ll now work on these recommendations and keep the Scrutiny Team and this page updated on our progress.
On this page, you’ll also find a ‘Together with Tenants’ project, where you can find out more about the initiative and have your say.
Since the Together with Tenants recommendations were written by our Scrutiny Team, our Customer Forum has been monitoring progress.
Please see the updates below:
Recommendation
Status of this recommendation
Action taken
Ensure performance information on the website is up-to-date.
Complete
Changes have been made to archive older information by year and quarter on the website. Dates have been made clear on the performance page so that you can easily tell if information is in date.
Add timescales to ‘you said, we did’ examples on the website.
Complete
There will now be quarterly meetings regarding this, and the page will be reviewed every six months.
Use response rates on performance information.
In progress
A new performance section is being designed by the Communications Team to include response rates.
Share the scrutiny topic selection matrix with the Scrutiny Team.
Complete
The matrix used by the Customer Forum to selecttopics for scrutiny review has been sharedwith the Scrutiny Team.
Publish more performance information in Our Voice magazine.
Complete
There will be links to the full performance section together with examples of 'you said, we did'
Publish more examples of what we do with customer feedback.
Complete
There is a new 'how you've made a difference' section published onThe Hub. There will also be quarterly meetings between the Customer Experience Officer and the CommunicationsTeam to publish more 'you said, we did' examples.
Make the website search box more user friendly.
Complete
Clearer metadata has been provided to the developer of the website and this will be reviewed three times per year.
Make the annual report and value for money statement more accessible for customers to read.
N/A
Improvements have already been made to ensure this is user friendly and more accessible on the website than previous editions.
Provide more updates on repairs, maintenance and safety issues in writing.
Complete
More updates on repairs are sent in writing when there is a need for this. Last year there was an increase in letters to customers regarding repairs due to the increase in important updates. Updates are also shared on the website and social media.
Consider how customers can access the specification and frequency of communal cleaning and grounds maintenance services.
Complete
When the next procurement exercise is carried out for grounds maintenance, this will be implemented within that process.
