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Meeting the TSA Tenant Involvement and Empowerment Standard

Although at consultation stage, the TSA is clearly setting out its stall in terms of its expectations on housing providers (you), particularly on how you offer better quality services based on what your current and potential tenants think.  This is no small task.  In addition, the TSA is proposing that all tenants have this right and, no matter what their needs or background or diversity, housing landlords like your own organisation take these increasingly diverse needs in to consideration.

Wide-reaching Requirements

So, to sum it up, the proposed standard on Tenant Involvement and Empowerment will require housing providers to:

  • Listen to all tenants and potential tenants
  • Make it easy for them to give feedback and their views on service delivery and the provision of services
  • Use this feedback in shaping how services are delivered and in improving the quality of customer services
  • Consider the diverse needs of all tenants in the options of services available and in the improvements to the services provided and how they want to interact with you
  • Be transparent and auditable - show to all tenants and the TSA how their views are being used and what changes have been implemented and why.

Finally, providers must deliver services effeciently and effectively under the Housing & Regeneration Act 2008.

Are You Prepared?

Are you prepared for how you might implement the requirements being suggested by the TSA?  How will you:

  • Know how your tenants want to deal with you?
  • Capture their comments, feedback, views and complaints?
  • Identify the diversity and the disparate needs of your communities and use this to shape service delivery?
  • Know which services to improve and why your customers want them improved?
  • Audit this information and the subsequent changes to service delivery that are made?
  • Communicate the changes to service delivery, to tenants and prospective tenants alike, that have been made based on their views?
  • Increase your efficiency in delivering services in new ways?

What Others Are Doing

Nearly 70 housing associations and local authorities are using GovMetric for just this, enabling them to incorporate customer views in service delivery in an open and transparent way.  And they are winning awards for their innovative approaches to successfully understanding the diversity of their customers, identifying their needs and acting on them, too, with successful results!

Others are demonstrating increased efficiencies and reductions in complaints by incorporating customer views and feedback from using GovMetric.

To Find Out More

To find out how GovMetric can help your organisation please call 01572 756565 or email GovMetric.