Tenant Involvement and Empowerment Standard
You can find details about the Tenant Involvement and Empowerment Standard in the document below.
Tenant Involvement and Empowerment Standard | GOV UK (PDF, 200KB)
How GreenSquareAccord meets the Tenant Involvement and Empowerment Standard
Customer service, choice and complaints
- myGreenSquare was launched to customers in June 2019. Customers can check account balances, make payments, send messages, review and report repairs, and update and add personal details online 24/7.
- While we’re concentrating on updating and making all of our information available online, it can be printed and sent on request.
- Where we can, we offer choices. We record how customers would prefer us to contact them and use this information when we’re able.
- Our current approach to receiving, reviewing and responding to complaints focuses on resolving them at the first point of contact. If we can, we resolve them at a local level without customers having to escalate to our formal stages.
- We have a wide range of options for customers to get involved, at all levels. These opportunities are advertised on our website and promoted in various ways including direct marketing.
- We run monthly surveys (mySurveys) where customers are asked to give opinions, make suggestions and influence policies, procedures and service standards. Surveys are completed using a method of their choice.
- The Customer Panel, introduced in April 2020, will challenge, scrutinise, and design how we deliver our services. The Panel ensures that we listen to what our customers are saying and helps us shape improvements to our landlord service. The Panel is made up of 12 customers and is chaired by a customer. The output planned for this group will be published, alongside actual outcomes.
- At a local level, the neighbourhood teams consult with customers to identify their priorities. Examples of this are estate improvements or projects, or consultations with a community focus.
- Our 55+ Forum is made up of representatives from 55+ and extra care schemes. They meet quarterly to discuss service issues that affect their schemes and also plan and share ideas for social events and activities in their communities. In addition to this forum reps have input into estate improvement funds and, as part of their role, put forward suggestions and vote for suggestions from other schemes.
- Impact assessments are undertaken on all local consultations and community activities.
- The Customer Panel will report directly into the Repairs Transformation Programme.