ESG Report 2023 Digital Final - Flipbook - Page 6
02/SOCIAL
Building Safety
and Quality
Resident Voice
C6 - Core
C9 - Core
What % of homes with a
gas appliance have an
in-date, accredited gas
safety check?
What arrangements are in
place to enable the residents
to hold management to
account for provision of
services?
% of homes
100%
C7 - Core
What % of buildings have
an in-date and compliant
Fire Risk Assessment?
% of buildings
99.4%
C8 - Core
What % of homes meet the
national housing quality
standard?
% of homes
99%
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Choice believes it is essential
to consider the views of tenants
with regards to service provision.
The Association is committed to
putting customers at the heart
of service delivery and believes
that by listening to and taking
tenants’ views on board we can
ensure that policies and services
are more responsive to changing
needs and rising aspirations.
Choice deliver an annual Tenant
Engagement Action Plan.
This is compiled by Choice in
consultation with the tenant
representatives involved in the
Choice tenant engagement
structures. One of the key
strategic actions identified with
tenant representatives during the
reporting year was a restructure
of the tenant engagement
framework. This further improves
opportunities for engagement
and ensures dissemination of key
information relevant to their area
ensuring that the voice of the
tenant continues to be central to
our work.
The Association’s Menu of
Involvement offers tenants a wide
range of platforms to engage and
work with us, including formal
and informal group structures and
specialist posts. We encourage
and enable tenants to have a
say in the decisions that affect
their homes and communities
and to scrutinise the services
they receive and the decisions
that impact them. Tenants can
participate in the a variety of
ways including:
Choice Community
Networks
The Association has six
Community Area Networks which
align to the housing management
areas within the organisation.
Each Network discusses housing
related issues and shares best
practice ideas. Throughout 202223, contact was maintained via bimonthly meetings to ensure area
issues continued to be identified
and addressed. A total of 12
meetings of the Community Area
Networks were facilitated, either
in face-to-face engagement or
utilising a hybrid method through
Zoom.
2022-23, two Central Network
meetings were facilitated. Central
Network members received
governance training to enable
effective participation in meetings.
This provided the opportunity for
tenants to continue to be involved
in influencing key decisions and
policies. In 2022-23, Central
Network members contributed to
a review of tenant engagement
documentation, including the
restructuring of the tenant
engagement model, and had
significant input into the shaping
of the key priorities for Choice as:
•
The Chair of the Central
Community Network is a
member of the Association’s
Tenant & Client Services
Committee (T&CS) and attends
bi-monthly meetings to review
information and performance
of the Directorate, and
to represent the views of
tenants. The Chairperson then
feeds back to Central Network
helping to keep Central
Network connected to T&CS
Committee.
•
The Central Network Chair
and Vice Chair meet the
Group Chief Executive and
Group Director of Tenant
& Client Services regularly
providing a platform to discuss
and raise tenant issues. The
Chair and Vice Chair of the
Central Network also have the
facility to meet directly with
the Chair of the Group Board
and the Group Chief Executive
to discuss service delivery and
tenant related issues.
The Central Community
Network
The Central Network consists of
tenant representatives from the
various Networks to ensure there
is representation from all areas.
There are a total of 12 members
on the Central Networks who
are elected from each Area on
a two yearly cycle. The Central
Network’s role is to consider
policies, review service areas,
participate in specific working
groups / task groups and raise
and address outstanding issues
from the Area Networks. During
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Choice Environmental, Social and Governance Report