Housing Engagement Strategy: we think forward
We think forward by improving our services by asking you for your feedback and using it to make our services better. We'll drive service improvements by asking you about issues that directly affect you.
We'll improve the way we feed back to you about how we have used your views. In addition, we'll make sure your views and feedback are recorded and considered.
We'll achieve this by:
- Adopting and embedding Our Housing Charter to give staff clear direction and you clear expectations.
- Staff training for all staff, and the Housing Charter used during performance reviews to ensure staff objectives relate.
- Using data and forecasting to inform our investment in our properties and services.
- Using our Stock Condition Survey.
- Developing our performance framework and make this widely available to increase accountability.
- Using performance information available on the web through York Open Data.
- Carrying out effective and meaningful consultation and work with partners and other stakeholders while sharing best practice.
- Consulting tenants about services they have received.
- Piloting new support roles to help you with extra support needs.
- The Introductory Housing Management Officer role continues to give extra support to new tenants, but the Sustainable Housing Management Officer role has been paused, due to a high number of vacancies.
- Asking you to complete a survey when you have received services for example, a repair or home improvement.
- Surveys are undertaken monthly, and transactional surveys are being investigated.
- Monitoring services to ensure the improvements are effective.
- Surveys are undertaken monthly to pick up any improvements to services.
- Collecting, analysing and considering all feedback to identify areas of improvement.
- The Service Improvement Team have processes in place to do this.
- Telling you how your feedback has improved our services through Open Door, our Tenant and Leasehold Annual Plan and our website.
- Regular Open Door articles, and the "You Said, We Did" Tenant and leaseholder feedback web page.
We'll measure this by:
- Noting the levels of satisfaction with Housing Services that is given in surveys and other feedback.
- Satisfaction data is being monitored.
- Producing and publishing our performance data.
- Web pages are being created, and some information is already available through York Open Data.
- Embedding engagement in our culture and practice.
- Engagement is part of all new staff inductions, and an engagement video produced by TPAS is shared with all staff in our internal newsletter, and shown during team meetings.
- Reviewing case studies, monitor complaints and compliments.
- Complaints, compliments and informal feedback are monitored and reviewed every 3 months.
Also see
Housing Equalities and Engagement Facilitator
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