Tenant Handbook Final - Manual / Resource - Page 8
Having your say
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HAVING YOUR SAY
Your views are important to us and there are many ways to let
us know how we are doing or to help shape the services that we
deliver to you.
SURVEYS
We will send you surveys at different times, for
example after you have moved in, when you move out,
after we have completed a repair and if you use other
services such as our anti-social behaviour service. Your
feedback on how we are doing helps us to ensure we
are providing the best possible service to you.
Having your say
FORMAL COMPLAINTS
We aim to get things right first time but if we
don’t and we can’t resolve things informally,
you have the right to make a formal
complaint. You can use any of our contact
methods to make a complaint. Please see
our website for more information about
our complaints process or request a copy
from us.
TENANTS PERFORMANCE PANEL
The Performance Panel is made up of up to
ten volunteer tenants who work together
as a group to independently review our
policies and procedures and how we
manage different services to you. They are
vital in helping us to better understand
how our services impact on you and they
report directly into the Executive Team
and Board. If you would like to know more
about the work of the panel or how to get
involved please get in touch.
We will also send you an annual tenant survey which
asks several key questions every year so we can
monitor how we are doing and how you rate us as
your landlord.
INFORMAL FEEDBACK
Let us know if we’ve done a good job or not quite
got things right or could improve in some way.
RESIDENTS GROUPS
AND ASSOCIATIONS
Residents groups and associations can be made up
of just Cornerstone tenants or the wider community.
We are happy to come and take part in residents
meetings or provide information where requested.
If you would like to know more about how to set up
a residents group or association, please get in touch.
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CONSULTATION
You have a right to be consulted on changes
we may want to make to housing management
or maintenance matters that are likely to have a
substantial effect on you.
What we expect of you
What you can expect from us
Feedback on how we’re doing so that we can Different ways to engage with us and
make sure we’re providing the best possible to shape the way we deliver services to
service to you.
you.
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