Holding us to account
It's much easier for you to hold us to account for the quality of the services you receive if you know what to expect from us and when.
In August last year, we asked for your views on whether we provide you with the right information, to be able to hold us to account. We shared your thoughts with one of our tenant groups, My Scrutiny, who told us:
- It’s important for us to communicate gaps in performance, so you can hold us to account for how we’ve performed in line with our service standards
- You view other organisations’ performance information when it's relevant to you, or when you have a service dissatisfaction. In the same way, you want to be able to view our performance information
- There are mechanisms to hold us to account however, you feel we make it harder to do this than other organisations
In response to this we have launched a brand new performance page on our website. We’re also trialling new approaches to sharing updates with you and are being much more transparent about our performance than ever before.
Value for Money
How we can improve:
Our Tenant Scrutiny Group told us there is uncertainty about where to go to find information to hold us to account. We’ll be working on a new accountability framework to make it clearer on how you can hold us accountable for the services we deliver.
Carrying out our commitments:
In last years report we outlined a number of things we’d be doing to improve our services to you.
Communication
We told you we were changing the way we communicate with you at each stage of our process. We now have much clearer expectations of our colleagues on how they should be keeping you informed of the next steps.
Accessibility
We said we’d make important documents about your tenancy accessible to all customers. We've created easy read tenancy and license agreements and they’ve been translated into 5 top languages. We can also provide them in large print and braille.
