How do we involve you?

We use a variety of ways to obtain details of the needs and aspirations of our customers and have a track record of engaging with both customers and other stakeholders such as local authorities. We use these to help in the consideration, identification, and, ultimately, delivery of our objectives and we are developing an increased role for our residents to scrutinise what we do and how we do it. This scrutiny helps us develop more efficient ways of delivering our services.
The major ways in which we engage with residents and the outcomes this created include:

  • Residents’ Panel – regular meetings, project groups and online engagement feed into our corporate goals, VFM strategy and Asset Management Strategy
  • Annual Report for Residents - produced in conjunction with residents and published on our website 
  • Surveys - STAR survey and satisfaction surveys, the results of which are reported back to residents in Fanfare magazine and on the website and also enables us to benchmark and help improve service delivery
  • Resident Profile Information – by collecting information in periodic surveys and for all new residents, we are able to tailor service delivery e.g. around fuel poverty or disabilities
  • Complaints - recording and monitoring of informal and formal complaints which are reported to CSC, Board and residents in Fanfare and annual report and may influence policy/process changes

 Scrutiny
Residents are directly involved in scrutinising our services in two main ways; resident representation on both the Customer Services Committee (CSC) and the Board, along with our independent Residents’ Scrutiny Panel (RSP). The CSC scrutinises performance against our published KPIs, monitors performance against customer service standards and reviews appropriate policies and procedures, all of which is overseen by the Board. The RSP undertakes comprehensive reviews of particular areas of service delivery.
Using the RSP’s recommendations from their second scrutiny exercise – Leasehold Management - we agreed a joint action plan, which is being monitored by both them and the Audit Committee and reported to all residents through Fanfare magazine and the website. A key element of the report was focused upon VFM and includes several targeted actions which can be found in the full Value for Money Statement.

For more information, click here to read our full Value for Money statement
 

Further information

Documents

TCHA Annual Report and Financial Statements to 31st March 2016 web version

TCHA Annual Report and Financial Statements to 31st March 2016 web version

File type: PDF document
File size: 608 KB

VFM Self Assessment Statement 2015-16

VFM Self Assessment Statement 2015-16

File type: PDF document
File size: 1 MB