Annual or One Off Consultation

Tenancy Agreement, Licence Agreement and  Introductory Tenancies

An opportunity to influence the rights and responsibilities set out in our tenancy and licence agreements.  

Anti social behaviour

• A resident perception survey to help us find out about the extent of anti-social behaviour in your area and whether the actions we are taking are making any difference.
• Survey sent to tenants who have reported anti social behaviour when their case is closed
• Quarterly focus groups made up of tenants who have recent experience of our service to deal with anti social behaviour

STATUS

This statutory survey is sent out to over 3,000 tenants and residents.  It aims to assess customer satisfaction with all aspects of our services including your contact with us and our communications and information with you.   The results of this survey are used to compare RBH against other housing organisations across the Country.  Watch out for a questionnaire dropping through your door in.

Leaseholder Services

An annual survey with all leaseholders to assess customer satisfaction with the service and identify opportunities to improve the service.

Inspection readiness/self assessment activity into the local standards

On 1st April 2010 the Tenant Services Authority (TSA) became the regulatory body for housing organisations like RBH.  We will be working with tenants to:

• assess our services against the new TSA standards
• help us develop a service improvement plan that reflects tenants’ priorities
• agree a framework to establish local offers (i.e. local service standards) and establish local offers by 1st April 2011
• plan and produce an annual report for tenants setting out how we are meeting the TSA standards and our plans for the coming year.

Rehousing

A full review of the rehousing system is being carried out in partnership with Rochdale Borough Council.

Sheltered Housing Survey

An annual survey is carried out with all sheltered housing tenants to assess customer satisfaction and identify opportunities for improvement in relation to the individual scheme, neighbourhood, help and care services, emergency call system, warden services, communication between the tenant and RBH, the repair and maintenance service and services for dealing with anti social behaviour.

Mobile phone and internet access

We want to consult with our tenants and local residents to find outmore about the uptake of internet and mobile phone technology and check out the reaction to possible new ways to delivering our services via these technologies.

Ongoing Consultation throughout the year

RBH Involve

RBH Involve is our Consultation Club.  Members:

• Receive invitations to take part in consultation events and activities about the things they have told us they are interested in.
• Receive newsletters to keep them up to date with what consultations we are planning and the outcomes of those that have been carried out.
• Are entered into a prize draw each quarter.

Find out more and join 

Repairs and Improvements

A range of satisfaction surveys to identify what works well and any opportunities for improvement:

-  10% of all completed repairs

-  Alarm upgrade works

-  Gas servicing

Planned Maintenance Inspection Panel

Our panel of tenants inspect completed works carried out as part of our planned maintenance programme.

Improvement works to sheltered schemes

Before works begin on Sheltered Housing ( i.e. refurbishments, electrical re wires, decorating, new kitchens and bathrooms, installation of solar panels ) the tenants are contacted by letter and invited to a meeting in the communal lounge. The meeting includes representatives from RBH Technical division, the contractor appointed and the Supported Housing Service. Discussions focus on the programme of works, the timescales and the impact of the works on tenants. After this a Tenant Liaison Officer is appointed to deal with any individual tenant issues whilst the work is going on.

Rehousing

Surveys completed with new tenants to assess satisfaction with the rehousing system and their new home.

Estate Inspections

The inspections are an opportunity to join our staff to check on the condition of our estates, looking at how clean and tidy they are and identifying environmental and other concerns that affect tenants and residents living in the area.

Website Focus Group

IT savvy RBH Involve members have formed a focus group to help us develop a new look website – launching soon!!

Equality and Diversity Mystery Shopping Peer Review

Some of our tenants will be working with tenants other housing organisations in the North West  to review the different organisational approaches to equality and diversity.  

Right to Buy

A survey sent to all new home owners who have purchased their Council property.

Working Groups

We have a number of working groups that meet regularly on specific subjects.