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TELEPHONE: 0208 985 7120EMAIL: info@shian.org.uk |
Resident Involvement
Giving a little of your time can make a big difference in shaping the services you receive from us. You can find out more about how you can do this below.
Individual Feedback
Tenants can feedback in a number of ways, you can write to us, email, call us, register your comments via our website or visit our local office. See our contact us section for more details.
Mystery Shopping
Mystery shopping is an excellent way for tenants to help us in improve service delivery by assessing our services from their point of view.
An example of mystery shopping could be having our tenants call or visit us and request repair so that we could monitor, by report back in form of a questionnaire
How they were greeted
How professionally their request was handled
How long it took our staff to answer the phone or greet the visitor
Whether our staff were polite and informative
If you would like to become involved in mystery shopping, please call our Senior Administrator on 020 8985 7120 or email info@shian.org.uk to express your interest.
Estate Inspectors
Estate Inspectors are tenants who work closely with our Housing Team to improve their local area. They are an extra pair of eyes and ears on their estates, reporting any problems so that they get resolved as quickly as possible. Our Estate Inspectors live on their estates and they often notice problems before Shian become aware of them.
Estate Inspectors regularly join Shian’s Staff on estate inspections. By taking responsibility for reporting problems Estate Inspectors are able to ensure that we are able to respond quickly to improve the quality of life for our residents
If you would like to become Estate Inspector, please call your Housing Officer on 020 8985 7120 or email info@shian.org.uk to express your interest.
Service Improvement Panel
Our Service Improvement Panel is a group of residents who are interested in letting us know what they think about Shian's policies, strategies and new projects. Members of the Panel live in a home either owned or managed by Shian. The Panel meets once every two months and is open to all of our tenants.
If you would like to join the Service Improvement Panel, please call your Housing Officer on 020 8985 7120 or email info@shian.org.uk to express your interest.
Tenant Associations
Shian would like to set up a Tenants Association as we understand that our tenant can make a real difference to where they live and be very good for promoting community spirit, tolerance and cooperation amongst local residents. Some of the work the tenants associations can do is listed below:
• Establish a good working relationship with us to improve the housing service.
• Help keep tenants informed of the issues affecting the estate/ area they live in through newsletters, open meetings, etc.
• Campaign on local issues e.g. planning applications, schooling, traffic hazards etc.
• Organise social, leisure or educational activities for their estates or area.
• Put pressure on us to do things e.g. repairs, maintain standards of decoration/ maintenance or provide improvements such as play areas.
• Represent residents views and report back to them on any news or concerns of we may have.
• Help resolve disputes between residents.
• Negotiate on behalf of individuals or groups of residents.
• Help promote estate or area based activities such as good neighbour schemes, neighbourhood watch etc
If you would like to help set up a tenant association or become a member of the tenants association, please contact us on 020 8985 7120 or email info@shian.org.uk to express your interest.
Tenant Services Authority
The Tenant Services Authority (TSA) is the independent regulator for affordable housing in England, replacing the Housing Corporation. The TSA aims to raise the standard of services for tenants. It ensures that housing associations are financially viable and well governed and are working effectively.
The TSA have six standards for landlords that are intended to put residents at the heart of shaping, influencing and monitoring the services they receive. These standard have been in force since 1 April 2010 and are as follows:
- Tenant involvement and empowerment standard - Resident involvement, customer service and choice, equality and diversity and complaints
- Home standard - Repairs and maintenance and quality of accommodation
- Tenancy standard - Allocations, rent, tenure
- Neighbourhood and community standard - Neighbourhood management, local area co-operation, anti-social behaviour
- Value for money standard
- Governance and financial viability standard
For small landlords like Shian, this will mean building on the work we have already done by working with you to agree local offers.
We want to work with you to decide how the Tenant Services Authority standards can be adapted to meet yours and other Shian tenants needs. We then plan to launch our own local offer.
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