How you can influence Arches Housing Services?
What do we mean by Tenant & Resident Involvement?
Tenant and resident involvement is about giving all of our customers an opportunity to have a say in the services that we as your landlord provide. It means that you can be involved in influencing the decisions that affect you, your home and your community.
Why is your involvement important?
Arches Housing wants to know what you think about the services that we provide. As our customer, we value your comments and suggestions on how we can improve our services. Guidelines produced by the Housing Corporation who regulate Housing Associations clearly state that you have a right to be consulted about any changes to the housing management and maintenance service of your home.
How can I get involved?
How you get involved is up to you! We have listed different ways below so please have a look and see if any of them interest you.
Focus Groups/ Discussion Groups
These are groups of between 6 and 10 people and are used to obtain the views of tenants and residents on specific topics. A focus group is normally a one off event lasting around 2 to 3 hours. We will pay expenses and offer incentives to people who take part.
Mystery Shopping
Mystery Shoppers are trained individuals who test our frontline services by visiting the office in person or making enquiries by telephone. Training will be provided before you are expected to undertake any mystery shopping.
Once we have completed an exercise, we invite mystery shoppers in to hear the results from the shopping and ask them for feedback on how Arches plans to improve services.
Complaints, Praise and Suggestions
If there is anything you want to see improved you can complete a ‘Complaints, Praise and Suggestions’ form which are available at reception.
Alternatively you can e-mail us at info@archeshousing.org.uk. We welcome your input and monitor the feedback that we receive.
Local Area Tenant & Residents Groups
You may want to set up a local area tenants & residents group where you live. These groups are often a good way for local people to meet and share their ideas and concerns on a local basis. Start up grants will be made available to help local groups set up.
Estate Inspections
The Estate Inspection process is designed to help keep estates clean and tidy. Every estate will be inspected quarterly. These inspections involve tenants and residents walking around an area with a member of staff to check the general tidiness and cleanliness of the estate. At the end of each inspection an action plan is drawn up to resolve any problems identified.
Questionnaires and Surveys
From time to time we undertake surveys on specific issues. We are eager to here from any of our tenants and residents who would be willing to complete either a postal or telephone questionnaire. Your response to surveys is valued and the information that we receive will be used to influence changes to the services that we provide.
Tenant Board Member
The Association is currently looking to recruit another tenant Board member to attend around nine Board meetings a year. The tenant Board member will have an opportunity to influence key decisions on how our resources are used, as well as having a say on how we can improve the services that we currently provide.
Tenants Forum
Our tenant’s forum group meets on the last Tuesday of the month to discuss both the day to day service that we provide as well as the longer term plans for the Association. The tenant’s forum is the main formal consultation group where proposed changes to policies and procedures are discussed and agreed. All members receive a shopping voucher for every meeting that they attend as well as travel expenses.
Who can I contact if I want to get involved or if I want to find out more?
If you would like to get involved or would like some more information on the options available, please ask to speak to someone form the Neighbourhood Services Team at reception or alternatively please contact us on: -
Telephone - 0114-2288100
Email: info@archeshousing.org.uk
