Raising the Standards of Service for Tenants
Developing our Service Standards:
The Tenant Services Authority was established in December 2008 and from April this year is responsible for the regulation of all Social Landlords including Local Authorities.
Their objectives are to:
- Improve standards of service delivery for tenants
- Support decent homes and neighbourhoods
- Promote effective tenant involvement and empowerment
- Ensure providers are well run and deliver value for money
- Promote and protect public and private investment
- Encourage and support a supply of well managed social housing
Last year as part of the national conversation, we met with many of our tenants to consult with them about the TSA's proposed national framework and service standards. They published the final framework in November which included the six standards that social housing providers will be required to meet.
The Six Standards are:
Tenant involvement and empowerment (Customer Service and Choice, Involvement and empowerment, Responding to complaints)
Home (Quality of Accommodation, Repairs and Maintenance)
Tenancy (Allocations, Rents & Tenure)
Neighbourhood and Community (Neighbourhood Management, Local Area Co-operation, Anti-social behaviour)
Value for Money Governance & Financial Viability (this does not apply to Local Authorities)
Governance & Financial Viability (this does not apply to Local Authorities)
For further information about the national standards and the TSA you can go on line at http://www.tenantservicesauthority.org/
What happens next?
The Housing Division has already talked to tenants about the six standards during the conversations last year.
We want to review all our service standards which make clear the level of service tenants can expect to receive from the Housing Division.
In October 2010 we will report how we are performing against these standards. By April 2011 we will have completed our review of the service standards after consulting with our tenants.
To start, we really want to hear what you think of our draft service standards and about what's important to you locally. You can do this by contacting Helen Hughes Principal Housing Management Officer 01827 719242 or on line www.northwarks.gov.uk/tp where you can get more information about the standards and let us have your comments.
Also come along to our Summer Road shows where officers and members of the Borough Wide Tenants Forum will be available to talk to give more information about our service.
Everyone that comes along will have the opportunity of being entered into a prize draw for prizes of £25 and £50 shopping vouchers. We will be holding competitions and fun activities for the children and a chance for them to win some goodies too. It would be really great to see you!
Road Show Dates & Venues all Aboard Bob the Bus