We did! - Broadland Housing Association

izinvolvement zonevisionclubVision Club members have recently reviewed the CustomerComplaints and Compensation Policy, which will help to shape thefuture standards you can expect from us, when handling yourcomplaints. Thank you to everyone who provided feedback onthe policy.The Vision Club is there for you to share your views in a way that suits yourlifestyle. You can choose the areas and services you are interested in andhow you would like to be consulted with i.e. through email, text, in writing,face to face or over the telephone.If you would like further information on the Vision Club please contactthe Resident Participation Team on the details on page 7.tenantsonlineDid you know you cannow access your rentaccount online or contactthe Association directly ona number of issues? Go towww.broadlandhousing.organd click on the ‘tenantsonline’ logo.NationalConversationUpdateThe Tenants Services Authority(TSA) is the new regulator for socialhousing and it is their job to ensurethat housing organisations providequality services, which are well runand financially viable. Their goal is toraise the standard of services thattenants receive and in order to dothis, they need to understand whatmatters to you.The first phase of the NationalConversation took place betweenJanuary and March 2009, duringwhich time 27,000 participatingtenants told the TSA about their keypriorities required from a landlordand the things they want the TSA tofocus on.What Tenants SaidThe tenants who took part listedtheir top priorities as being:• repairs and maintenance• ensuring homes are up to dateand in a decent condition• tackling Anti-Social Behaviour(ASB)• being consulted with by theirlandlordsThe TSA ProposalsThe TSA published their discussiondocument on the 9 June which setthe proposed areas for standardsetting which both landlords andtenants have the opportunity tocomment on to help the TSA shapethe future framework by whichlandlords will be monitored andimprove services for tenants. Thestandards are focused around sixthemes:• The Service Offer, e.g. Quality ofAccommodation, ASB andSecurity• Empowerment and Involvement• Tenancy Agreement• Governance• Viability• Value for MoneyPhase 2 of The NationalConversationThe second phase of consultationwill ensure that tenant priorities areincluded as part of the newstandards.Broadland Housing held four LocalConversation meetings throughoutJuly and August, enablingparticipants to have their say on theproposals. The feedback gatheredforms part of a report beingsubmitted to the TSA in September.Your feedback will also be sharedwith staff teams, so we cancontinue to improve our services.We would like to say a big thankyou to everyone who attended thesessions.If you wish to know more aboutthe TSA, visit the TSA website:www.tenantservicesauthority.orgor alternatively you may wish tocontact Sarah Cook, ResidentParticipation Manager on 01603750236 or Anne Brighton, DeputyDirector (Housing) on 01603750214.Page 8 • www.broadlandhousing.org