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.
"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. 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:
Spring 2012 edition
Winter 2011 edition
Autumn 2011 edition
Summer 2011 edition
Spring 2011 edition
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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 January 2012):
Tenants & Residents Group manual (PDF 902Kb)
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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. 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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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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Click on the links below to view reports and presentations from Tenant Conference's:
November 2011
Tenants Conference Report (PDF, 1.4MB)
Combined presentation from guest speakers (PDF, 17.73MB)
Presentation from Leader and Chief Executive of North Ayrshire Council (PDF, 59.61MB)
June 2011
Tenants Conference Report (PDF, 6.87MB)
November 2010
Tenants Conference Report (PDF, 778Kb)
June 2010
Tenants Conference Report (PDF, 832Kb)
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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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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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The Tenant Participation Advisory Service presented North Ayrshire Council with the Accreditation Award in recognition of the authority's well developed and resourced approach to tenant participation and long standing commitment.
TPAS Accreditation is a robust and structured process for assessing how well organisations involve tenants and residents in their service. TPAS Accreditation is aimed at landlords and contractors. CIH Scotland supports TPAS Accreditation and is a member of the independent Accreditation scrutiny panel.
Belief in tenant participation comes from the top - Councillor Tom Barr, Portfolio holder for the Environment, believes that the service can only improve and develop by understanding tenants' priorities and working together to set standards that tenants want.Councillor Barr said: "We are all extremely pleased that our dedication to tenant involvement has been recognised as best practice. Tenants and staff have been working closely together for several years and the improvements in service delivery are there for all to see."
TPAS identified a range of good practice from setting and monitoring service standards for every aspect of the housing service, to encouraging tenants to bid for money for local environmental improvements. Everything is developed with tenants' views and priorities at the core. Lesley Baird, Chief Executive of TPAS Scotland believes that the Council's commitment to tenant participation is excellent and sets an example for other local authorities to follow.
Lesley said: "Tenants can get involved and influence every aspect of the housing service. The Council is completely open to listening and learning to its tenants, and the opportunities to get involved are almost limitless. We look forward to presenting the Council with this well deserved award".The Council were presented with an award at the Council's tenants' conference in June.
TPAS have devised two Good Practice briefing guides on North Ayrshire Council and other landlords' approach to Tenant Participation. Click on the link below to view the briefing guides:
If you would like further information please contact Tracey Wilson, Tenant Participation Manager by telephoning 01294 471501.
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TP Matters is a report that provides an update on Tenant Participation in North Ayrshire. It aims to highlight good practice and developments in Tenant Participation whilst also providing useful information ranging from Interested Tenants to Tenants and Residents Associations right through to how Tenant Participation is progressing across North Ayrshire and Scotland.
We value your feedback and would really like to hear your views on the report. If you would like to comment or have any ideas or suggestions, please contact the Tenant Participation Team.
Click on the links below to view past and present issues of TP Matters:
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