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Who are they?

Who are they?. 12 tenant involvement commissioners Julie Fawcett, Martyn kingsford,James Tickell 50+ housing association‘s Residents bodies 100 person tenant forum –selected based on national demographics. Tenants want housing associations to :. 1. Get the basics right and go the extra mile

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Who are they?

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  1. Who are they? • 12 tenant involvement commissioners • Julie Fawcett, Martyn kingsford,James Tickell • 50+ housing association‘s Residents bodies • 100 person tenant forum –selected based on national demographics

  2. Tenants want housing associations to: 1. Get the basics right and go the extra mile 2. Give us a choice 3. Make involvement personal 4. Be accountable 5. A new relationship –a customer first plan

  3. Get the basics right • Before broadening scope • Community is important – not before the basics • Dream landlord- extra mile • Stop the paternalistic approach • BME residents significant differences in satisfaction • Clear about responsibilities- not about rights • Residents not sure about performance

  4. Give us choice • More choice in the service their landlord provides • Appointments, contractors, service levels,right to buy etc • Understand the resource limitations- would like to pay more for additional services • Must delver on basics to all residents –vulnerable especially • Value for money

  5. Make involvement personal; • Associations must show that they act on feedback • Some tenants want to be actively involved in decisions at all levels • Many tenants want to be involved if it directly effects them e.g estate regeneration • Tenants want opportunities to be involved

  6. Be accountable • Tenants need to know how to complain- externally • Happy with Kpi’s • Also • communication • Incidents of ASB • Complaints • Repairs repeated • Appearance of neighbourhoods • etc

  7. A new relationship • Partnership with residents • Develop trust beyond the customer service • Customer first plan- including • Service pledge • Accountability pledge • ¼ residents on Boards • Option appraisals

  8. Other Stakeholders • NHF to develop a code of involvement • Housing Corporation to review Status survey • DCLG to set new objective ‘promote the interests of consumers of housing ‘ • Regulators to reduce burden of regulation on adoption of customer first plan • Law commission to explore right to manage across all tenures • DCLG to link funding for new schemes and development funding to Customer first plan

  9. Tenant involvement is like having sex with a gorilla – once you start the gorilla decides when you stop!

  10. Anybody still want to sit down?

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