Town & Country Housing’s purpose is to provide safe, secure homes for those that need them. To make sure we’re providing the right types of homes and services to our residents, it’s important that our residents influence the services they receive.
We view resident engagement as an essential part of being a landlord. It’s important to us that we hear the voices of our customers and to work with you to make sure that;
- the services we provide meet your needs,
- you can scrutinise services and hold us to account about our performance,
- the homes we provide are safe, secure and well managed,
- you have easy access to all the information you need.
The purpose of working in partnership with residents is to; continually learn and improve, deliver services right first-time, drive-up performance and satisfaction figures, ensure enhanced accountability and transparency and to provide value for money.
We are currently reviewing the ways residents can get involved at Town and Country Housing and intend to launch the new Resident Engagement Strategy 2023 – 2025 towards the end of this year.
Options for involvement
Resident scrutiny panel
Consists of up to twelve residents who undertake in-depth service reviews and make recommendations to Board to improve services for all residents.
Sheltered housing panel
The panel meets four times a year to discuss issues that affect sheltered housing residents, and we also have local face-to-face residents’ house meetings.
Strategy and policy focus groups
Seeking feedback on customer facing processes before they are approved for use.
Resident board members
The Town & Country Housing Board oversees the activities of Town & Country Housing and makes sure we work in the best interests of our customers. We currently have two residents on our board, and further vacancies will be advertised as they arise.
Everyone can be involved
You don’t have to be on our board or attend a meeting to help shape our work. Each time residents share feedback it’s used to review and design future services. Every time you respond to a customer satisfaction survey, give feedback or make a complaint your views are considered by the appropriate team to understand if we need to review or change a service.
Together with Tenants
‘Together with Tenants’ is a sector-wide initiative focused on strengthening the relationship between residents and housing association landlords. ‘Together with Tenants’ embodies all the great work happening across the sector to create positive relationships with residents. But it also challenges our sector to go further – presenting an opportunity for housing associations to take the lead in accountability and resident oversight.
‘Together with Tenants’ have developed a four-point plan and a charter, that sets out in clear terms what customers can and should expect from their housing provider.
Town and Country Housing have adopted the charter and will hold it as a standard to be accountable against in the delivery of resident engagement.
To find out more about Together with Tenants visit National Housing Federation website.