The Tenant Services Authority National Standards
The Tenant Services Authority (TSA) is a new organisation set up
to make sure that all housing providers, including Trafford Housing
Trust, are meeting the standards it has set for
performance. You may have heard recently that the new
coalition Government is reviewing the TSA, but even if the TSA is
abolished, we will still have to meet standards and involve
customers in assessing our performance. These standards are:
- Tenant involvement - Do we provide you with choice and
information? Do we deal with your complaints properly? Do we offer
you opportunities to be involved? Do we treat all tenants with
fairness and respect?
- Homes - Are we meeting the Decent Homes standard. Do we provide
a good repairs and maintenance service?
- Tenancy - Do we let our homes fairly? How do we set our rents?
What kind of tenancy agreements do we offer?
- Neighbourhoods and Community - Do we keep your neighbourhood
and your communal areas clean and safe? How do we work with
partners? How do we deal with anti-social behaviour?
- Value for Money - How cost-effective and efficient are our
services?
- Governance - How well run are we? Do we manage
risks?
We are currently making a judgment of how we are performing
against the standards set for us and we would like you to
Have Your Say and help us reach this
judgment.
In the centre of the Summer Issue of Pulse (our quarterly tenant
newsletter) is a questionnaire for you to complete in order to tell
us how you think we are currently performing and how we might need
to improve. The questionnaire should take you about 10 minutes to
complete.
Anyone who returns the survey to us will be automatically
entered into a prize draw - 1st Prize
£100, 2nd prize £50 and 3rd prize £25 which
will be drawn on Monday 16th August.
Have Your Say - Your Annual Report
The Tenant Services Authority have also asked
us to produce a Tenants' Annual Report. This
report will include your views on how we are performing as well as
our own performance information.
We would like you to be involved in helping us to write and
produce this report. We are planning lots of activities between now
and October when we will speak to you about the report, what should
be in it and what it should look like.
If you can spare some time, we would like you to think about
being part of a group of people who help us write the annual
report. This group will meet 3 or 4 times between now and October,
however if you don't want to come to a meeting or find it difficult
to get out, then you can still be involved as we can send you a
draft copy of the report to look at in your home.
If you would like to be involved in writing the report, please
contact Claire Rimmer on 0300 777 7777.
Have Your Say - Can you spare 2 hours a year?
We appreciate the time that lots of you currently give to the
Trust by answering our surveys and coming to meetings. We would
like more people to be involved in Having Your Say
and we know that sparing the time for this can be difficult. We
would like to know if you can spare 2 hours a year when we can
contact you to talk about our services? This can be in any way
which is best for you, for example you could:
- Take part in a survey - this could be on the telephone, by
e-mail, on-line or in person
- Come to a meeting or event - we will be holding a
Customer Day on 2nd
September and will also be holding more events over
summer
- Look over the information we want to send out and tell us if it
is clear and understandable
- Reply to texts about our services