Our aim is to manage our accommodation in a way that takes account of the views of the tenants.

Principles

• take tenants views into account when making decisions
• continuously evolve a range of ways of consulting and involving tenants
• aim to involve tenants in planning, monitoring and reviewing services and standards
• provide feedback and information to tenants, including the outcomes of their involvement
• provide funding, support and training for tenants’ involvement in a variety of forms
• take complaints seriously and learn lessons from them
• encourage tenant involvement in our wider neighbourhood and community work
• measure and compare our tenants’ satisfaction levels in a number of ways
• actively consider providing tenants with the opportunities to have control of services, where this may be appropriate
• strive to ensure all tenants have equal access to the opportunities available to them for involvement

We aim to achieve the principles using the following methods:

• Two seats available for tenants on our Board of Management
• Encouragement of scheme specific groups
• LNHA News will be published quarterly, tenants are encouraged to submit items for publication
• “End of Tenancy” Satisfaction Survey, are issued to all departing tenants and to a selection of tenants in low turnover properties. The results will be analysed annually and the key findings reported to the Board
• Annual Report, will be published annually as part of ESHA annual report, and will review the previous year
• Suggestion Box, will be maintained in the reception area
• Complaints & Compensation Procedures, complaints will be used to inform policy decisions as appropriate
• Website, will provide an opportunity for tenants to make comments on any aspect of service
• Staff will heed remarks made to them informally by tenants and feed back to management