Tenants Committee

Click here to read the latest entry in the blog a Tenant Committee member

June 2011 - Tenants Committee actively seeking more women to join, read the article here

On this page :

Dates for your diary
Other important dates
Minutes of recent meetings

Our Tenants Committee is a group where tenants who are interested in improving their housing service get together to challenge what we do.

At the start of each year members decide which services they want to look at. Last year repairs was examined. This work helped us to find brand new contractors for day to day and emergency repairs to bring better value for money and better customer service.

This year, members have said they want to look at the customer experience. This starts on 3rd May with the Brown Paper Exercise.

A brown paper exercise is a fun way to look in detail at what customers experience when they contact Venture Housing Association. The aim is to improve customer satisfaction with the outcome of their contact. We get a big long piece of brown paper (no surprise there) and follow the process from start to finish like a road map. Along with way we find ‘red flags’ these are things that get in the way of a customer getting great service.

If you wish to join just contact any member of the Tenants Committee or Annmarie Flynn on 0151 261 2100 and we will invite you along to the next meeting.

The amount of time you are able to commit is up to you. We will ask you to commit some time to attend meetings (about 6 a year) and to attend training (nothing too heavy, just so you have the information you need to properly scrutinise our services).

More recently, Tenants’ Committee members took part in the interviews for the new posts of Neighbourhood Housing Manager and Asset and Contracts Manager. In March 2011, Committee member, Steven Lewis, began the Chartered Institute of Housing’s Level 2 qualification course, and other members plan to do the same when the next 14 week programme commences later this year. Once involved some people get more interested and spend more time consulting tenants and other things but it’s really up to you how involved you want to be.

Dates for your diary - next meetings to be held on :

3rd May 2011
14th June 2011
9th August 2011
11st October 2011
6th December 2011

Other important dates :

End February   Tenancy Audits Commence
March 2011   Good Neighbour Award Launch
31 March 2011   Customer Contact - Brown Paper Exercise
End April 2011   Tenancy Audits Completed
May 2011   Annual Report to Tenants - Action Plan
Early May 2011   Local Offers Leaflet
Friday, 27 May 2011  European Neighbours’ Day
June/July 2011   ‘Mystery Shopping’ Fieldwork
End August 2011   Issue Annual Report to Tenants
September 2011   Feedback from ‘Mystery Shopping’
November 2011   Action Plan Review - Recommendations for Service Improvement