Together with Tenants is an initiative led by the National Housing Federation to promote effective working between tenants, residents, and landlords.
The Together with Tenants Charter sets out clear commitments about what tenants and residents can and should expect from their landlord, enabling them to hold their housing association to account on the issues that matter to them.
In April 2019, we invited GreenSquare customers to give their views on the Together with Tenants plan. With positive feedback from GreenSquare customers, we joined 120 housing associations as early adopters of the plan.
At the end of 2019, we reviewed how well we were meeting the aims of the Charter with customers; with a focus on how we communicate, our transparency, and how well we listen to customers.
The feedback highlighted that we needed to keep information up to date, share information in a range of ways, show that we listen to customers, and act on their views.
We have incorporated these aims into the Customer Engagement Strategy and the Customer Panel set up in May 2020 plays a central role in making sure that we are listening to customers and involving them in decisions and improvements.
|Together with Tenants Charter||How GreenSquare are adopting|
|Relationships – housing associations will treat all residents with respect in all of their interactions. Relationships between residents and housing associations will be based on openness, honesty, and transparency.||These are core principles and are included in our service standards. One of the four pillars of our corporate plan is to create a ‘simply brilliant service’, with an aim to achieve ServiceMark accreditation with distinction (awarded by The Institute of Customer Service). To help achieve this we are making changes to the contact centre.|
|Communication – residents will receive clear, accessible and timely information from their housing association on the issues that matter to them, including important information about their homes and local community, how the organisation is working to address problems, how the organisation is run, and information about performance on key issues.||This is incorporated into the Customer Engagement Strategy and we recognise it is a key issue for customers. We will keep track of our performance with the Customer Panel.|
|Voice and Influence – views from residents will be sought and valued and this information will be used to inform decisions. Every individual resident will feel listened to by their housing association on the issues that matter to them and can speak without fear.||This is central to the Customer Engagement Strategy. The Customer Panel, set up in 2020, is key to ensuring that customer priorities are heard and acted on. We introduced a Voice of the Customer Programme, as part of ‘simply brilliant service’, to use customer feedback to drive service change and improvement.|
|Accountability – collectively, residents will work in partnership with their housing association to independently scrutinise and hold their housing association to account for the decisions that affect their homes and services and the quality of the homes and services they provide.||The Customer Panel will work in partnership with GreenSquare and can scrutinise services if they have concerns or feel that customer needs have not been taken into consideration.|
|Quality – residents can expect their homes to be good quality, well maintained, safe and well managed.||‘Simply brilliant homes’ is one of the four pillars of our corporate plan. We will have an agreed GreenSquare standard which ensures that a property is safe, warm, and affordable. Customers will be involved in the review and transformation of the repairs and maintenance service.|
|When things go wrong – residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong.||As part of creating a ‘simply brilliant service’, we set up a new customer care team in 2019 who are focused on ensuring GreenSquare learn from complaints.|