Staff will organise face to face updates at individual schemes, providing feedback from the scheme walkabout and interagency meetings. A living document will demonstrate progress on the various issues. It will show actions that are completed and those that are still outstanding.

Carry out a process that will enable tenant representation on the Circle VHA board.

To get the tenant’s experience of a particular service provided by Circle VHA, the tenant is talked to, taken through Circle VHA’s policies and procedures, and asked about their experience at each stage. The feedback is recorded, and recommendations made for improvement.

Tenants and staff work together to produce tenant newsletters and other publications.

A group of trained tenants assess a service area and seek a wide range of opinions regarding how the service is delivered. The group will review policies and procedures and speak to staff responsible for the service area.

The meetings follow up on the issues highlighted at the scheme walkabout. Agencies, including management companies, meet regularly with community representation to deal with ongoing concerns.

Tenants will be the mystery shoppers and training will be provided. This will allow tenants to examine the quality of the services provided by Circle VHA and provide customer feedback, which will help improve services. Examples would be testing the response from the office to a request for customer service, or a complaint.

An opportunity for staff, tenant representatives and relevant agencies (e.g. OMC/management company and local authority) to walk around a scheme or neighbourhood to identify any issues and consider possible solutions.

This group of tenants will work in partnership with Circle VHA to improve service delivery by providing feedback, keeping tenants informed, and overseeing tenant-related policies/procedures/publications. The group will also review the effectiveness of the strategy and monitor its progress against targets set.

A group of tenants who will promote and facilitate community spirit in their area. For example, by helping with organising open days and community events.

The group will assist with the development and review of policies and procedures on an ad hoc basis. It may take the form of being part of a focus group to discuss and develop specific housing policies. Also, tenants may be asked to consider revised documents online.