Our commitment to involving tenants, and listening and acting on tenant views to improve the services they receive, has been recognised by TPAS, the resident engagement experts. After a rigorous assessment process, ForHousing has been successfully reaccredited.
Areas identified as key strengths from the review included:
• The investment in, and strength and impact of, the tenants in our Customer Committee
• The scope of possible triggers for our Scrutiny Panel and the involvement options offered within this new structure
• The links in our overall engagement structure between different panels and groups, co-created with tenants to ensure we engage a diverse range of people and put tenants at the heart of our decision making
TPAS Chief Executive, Jenny Osbourne, said: “We’re delighted that ForHousing has successfully been accredited with TPAS. By completing the meticulous process to become an accredited housing organisation, ForHousing has demonstrated their continuing commitment to the values we share. TPAS believe that involving tenants in all aspects of service delivery in the housing sector is not only the right thing to do but also makes great business sense. We look forward to sharing the stories of how ForHousing has used the accreditation process to achieve success by working together with tenants.”
It’s great news – but we know there are areas where we can do better and these were identified by the assessor, colleagues and tenants involved in the process, including:
• Publicising the roles and responsibilities of senior staff, particularly around our key risks, what we’re doing to mitigate those and who is leading
• Being clear on who is responsible for ensuring ForHousing is compliant with the consumer standards
We’re already acting on these recommendations and ensuring our tenants are satisfied with the services they receive is what continues to drives us.
We know there are areas where we can, and must, do better particularly around repairs and how we handle complaints. Our aim is to keep listening to tenants, learning from where we go wrong and make the improvements needed to deliver truly customer focused, equitable and efficient services.
