Information, Communication & Feedback
Involving Our Tenants – Providing Information & Keeping Tenants Informed
North Ayrshire Council aims to provide tenants with good quality information that is relevant, up to date, informative and easy to understand. The Council is keen to work in partnership with tenants so we know we are producing the kind of information tenants want to receive. The Council keeps tenants informed through a variety of different methods such as the tenant newsletter "Tenancy Matters" and the tenant handbook. The information we provide explains important aspects of the housing service and lets tenants know what is going on in their area.
Tenants Newsletter|
Tenants & Residents Group Manual|
Tenant Handbook|
Information Leaflets|
Housing Services DVD|
Tenants' Conference|
Use of New Technology|
Feedback|
Current Consultations|
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Tenants Newsletter
"Tenancy Matters" is produced on a regular basis and sent to all Council tenants. An editorial panel of tenants and housing staff oversees the writing of each newsletter ensuring both tenants and staff have a sense of 'ownership' of the final product. Tenants are encouraged to contribute articles for all editions. Results from the Tenant Satisfaction Survey carried out in 2008 showed that this newsletter was the most preferred method of keeping tenants informed. Newsletters can be translated on request and are available in different formats such as Braille, audiotape or large type.
View our latest editions of our newsletter, Tenancy Matters:
Winter 2010 edition
Tenancy Matters Issue 28| (PDF 798kb)
Rent Matters - December 2010| (PDF 245kb)
Word Search & Colouring Competitions| (PDF 28kb)
Autumn 2010 edition
Tenancy Matters Issue 27| (PDF 840kb)
Performance Matters - September 2010| (PDF 326kb)
Tenants' Conference Reply Card| (PDF 28kb)
Summer 2010 edition
Tenancy Matters Issue 26| (PDF 1.58Mb)
Estate Based Projects Programme 2010 / 2011| (PDF 177kb)
Estate Based Projects 2011 / 2012 Proposal Form| (PDF 25kb)
Neighbourhood Awards 2010 Nomination Form| (PDF 26kb)
Spring 2010 edition
Tenancy Matters Issue 25| (PDF 1.6Mb)
Winter 2009 edition
Tenancy Matters Issue 24| (PDF 841kb)
Rent Matters - December 2009| (PDF 206kb)
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Tenants & Residents Group Manual
North Ayrshire Council's Tenant Participation Team has produced a support manual for Tenants and Residents Associations. The Tenants and Residents Group Manual provides useful practical support advice on how to get started as a group. The manual includes a model constitution and other information that will guide associations through the registration process. The Tenants and Residents Group Manual also provides an outline of tenant participation, useful information about running Tenants and Residents Associations and information about their rights to be kept involved and consulted. To request a copy of the manual please contact the Tenant Participation Team on 01294 471501.
Click on the link below to view the most recent version of the Tenants & Residents Group manual (updated October 2009):
Tenants & Residents Group manual October 2009| (PDF 983kb)
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Tenant Handbook
An easy to read tenant handbook is provided to all Council tenants. It was developed in partnership with tenants, Housing Services and other Council services and provides tenants with key information on their tenancy and services provided by the Council. In addition this information is available on the North Ayrshire Council website|. A Sheltered Housing handbook is provided for all Council tenants living in sheltered housing accommodation. This was also developed in partnership with sheltered housing tenants, Housing Services and other Council services.
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Information Leaflets
The Council produces a range of information leaflets explaining the Housing Service. Leaflets are available at local housing offices and are accredited with the Plain English campaign's Crystal Mark and the tenant tick. To obtain the tenant tick accreditation leaflets must be approved by the editorial panel. This panel consists of tenants and Housing Services staff.
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Housing Services DVD
Housing Services have developed an introduction to Housing Services in DVD format, which gives details of the services it provides and how to access them. This is available in all main community languages and will be reviewed in 2011.
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Tenants' Conference
Housing Services commissioned the Mill Group to film a recent Tenants Conference. This featured a diary room experience. A copy of both DVDs can be obtained from the Tenant Participation Team. Click on the link below to view the most recent Tenants Conference Report:
Tenants Conference Report June 2010| (PDF 832kb)
Tenants Conference Report August 2009| (PDF 184kb)
Tenants Conference Report November 2008| (PDF 344kb)
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Use of New Technology
The Council has made inroads into the use of new technology as a source of providing additional information. A television channel for residents in most high flats displays information on Housing Services, such as contact details, benefit entitlement and other issues that tenants asked to be displayed. Television information screens have been installed in each of the area housing offices to provide useful housing information. In addition the Council has set up a review group to look at the content of the information provided on the website. Housing Services has established a Website Working Group. This group is made up of nominated officers from a number of other working groups to develop, update and improve the content within the housing section of the Council's website.
We will work with tenants to look at how we can use information technology to make it easier to engage with our tenants in the future.
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Feedback
In order to continually improve our services, we recognise that we need to regularly collect and use feedback from service users. We then use the feedback to improve service delivery. It is also important that we feedback to those who have participated, so that they know that their views have been listened to and are being acted on.
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You said - We did
Feedback is really important to us, whether it's good or bad we want to know. We regularly feature articles in our Tenancy Matters newsletter, which explains how tenants' feedback / suggestions have improved or changed the way we provide our services. We use the information we send to tenants as a way of providing feedback on how tenants' comments and views have helped us make changes to policies and services. For example, when we carry out a Customer Satisfaction Survey we will let tenants know the results and explain how these will be used.
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"How Tenant's Views Shape the Housing Service"
The Council has a wide range of ways that it consults with tenants. When we consult with tenants we will let them know how we have taken account of their views and used them to shape future services. We know from the findings of Tenant Satisfaction Surveys that "Tenancy Matters" is a popular way of providing feedback to tenants. We will use "Tenancy Matters" to keep everyone up to date on any changes to services. When we have consulted with Tenants and Residents Associations we will acknowledge their response and let them know how their views will help shape future services. We will also ensure that when we are providing printed feedback on our progress we will do so in Plain English that is easy to understand and free of jargon. Where possible we will present information using graphs, charts and other visual signposting techniques to make it easier to understand.
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What We Will Do With Tenants Feedback?
Views will be reported to senior managers and elected members and taken into account when producing final documents. Any changes made to proposals as a result of consultation will be communicated by letter to the service users making the comments and we will also publicise via Tenancy Matters newsletter.
Send information to Registered Tenants Organisations and the North Ayrshire Tenants & Residents Network.
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Current Consultations
Scottish Social Housing Charter
The Housing Bill which is currently before the Scottish Parliament, makes provision for a Scottish Social Housing Charter. This will set out the outcomes that social landlords should be achieving for tenants, homeless people and other services users.
The Scottish Government will develop the Charter in consultation with stakeholders and, as part of that consultation, have developed a website where individuals and organisations can access up to date information about the Charter. They will also be able to post ideas and comments online and comment on the views of others.
The Scottish Government, Tenant Priorities Team would like to reach as many tenants and potential tenants as possible to participate in the Charter conversation. The website also has a poster and a comments form for individuals who are unable or who prefer not to use the online facility.
Log-on to the Housing Charter website by clicking on the link below:
http://housingcharter.scotland.gov.uk/ |
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