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Having Your Say

Having Your Say

We are keen to hear what our customers think so that we can ensure our services meet our tenants' needs. Even before the statutory right to participation was introduced in 2001, we were keen to work with tenants and other customers to get feedback on our services and the direction that the Association was taking.

Our detailed strategy for engaging with our customers is listed on the important documents page. Below is a summary of what you can do to make sure your opinions are taken into account.

Become a member of the association
Payment of a £1.00 share membership fee gives you lifetime membership, the right to vote at the AGM and to stand for the Management Committee. If you are already a member, why not consider joining the Management Committee yourself.

Join your local residents association 
If there isn't one in your area, why not think about setting one up. We can offer help and advice to get you started. We work closely with residents groups, offering financial and other support and working jointly on issues affecting their communities.

Join our customer panel
If you would like to meet quarterly with us to discuss performance, set targets, review services and help set the action plan for staff to work to. You can drop in and out of the customer panel if you want to attend only meetings on certain issues. Contact the Housing Manager for more information.

Come to our tenant conferences
These take place on a regular basis and target specific issues. It's a great forum to have your say and to find out about what is going on.

Complete a survey 
We do routine surveys by post & telephone. Every three years we employ a market research company to carry out an independent survey of tenants. What easier way to say what you think without even leaving your home!

Make a complaint
All complaints and comments about how services can be improved are considered seriously. Apart from getting an answer at the time, the details of your complaint or comment are reported to the Management Committee. This is done anonymously, of course.

There are lots of ways to make your concerns known. Even if we can't solve your problem, or do things the way you want us to, you will get an explanation of why this is the case and details of how to challenge our decision. Our complaints procedure is available here.

Other feedback
We record comments and compliments as well as complaints from customers.  All are considered and fed back via our reporting processes to our Senior Management Team and the Management Committee where relevant.  You can submit general comments and compliments through any contact with a member of staff or in writing, by text, email and via our website.  Keep them coming in as good or bad, they help us know what you think.