Selwood Housing has adopted the National Housing Federations Together with Tenants charter. This is a national initiative and commitment by Selwood Housing to reinforce and strengthen the relationship we have with our customers.
Customer engagement has been at the heart of everything Selwood Housing, and our predecessor WWHS, have done. The charter strongly reflects our existing work and involvement strategy and we believe this will strengthen and reinforce our work with customers.
Although we had already adapted to this strategy, one of the key differences is our scrutiny team now reviews and reports on our progress quarterly. Our scrutiny team are independently minded customers who are already reviewing our services and actively making recommendations for improvements. To find out more about the work they do, visit our scrutiny team page.
As this is a national initiative that spreads across other housing associations, we believe we can continuously learn from how they involve their customers to provide a better service.
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.
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.
Voice and influence
Housing associations will seek and value the views of residents, and will use this information 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.
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 the quality of their homes and services.
Quality
Residents can expect their homes to be of good quality, well maintained, safe and well managed.
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 the Together with Tenants charter, we have published our involvement and communities strategy 2022-25.
We will also monitor our progress against the charter action plan and include this in the scrutiny team's annual report which you can find on the scrutiny team page.
If you can't find what you're looking for please contact us at info@selwoodhousing.com
We need to carry out a technical upgrade to our main customer database on the afternoon of Monday 7 October. If you call us between 2:30pm and 5:30pm on Monday, we will be able to take your call but will be limited in the information we can provide. If your query isn’t urgent, you may wish to delay your call to us until Tuesday 8 October.
You can also email us at info@selwoodhousing.com or visit the website: ecs.page.link/Tdk3R
Thank you for your understanding, and we apologise for any inconvenience this may cause.
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Meet Zoe Ridley, one of our customer complaints specialists. No two days are the same in her role. Sometimes she’s out on site, other times, she’s in the office with case managers, collecting paperwork and information. Other times she’ll be working from home to focus on administrative tasks.
Take a look at her meet the team profile on our website, to read more about her role and what it entails: ecs.page.link/m2231 #WorkLifeWeek
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Every three years we send our customers an in-depth survey asking how best to involve them. Our customers' views matter to us and we want to make sure that they can help us to shape and improve our services. Customers will have been sent a link via email to our online survey, which will be open until the 22nd October. Questions cover your home, neighbourhood, communication, opportunities to get involved and complaints. If you haven't received the survey, please contact makeadifference@selwoodhousing.com with your details. We can then determine whether you should have received an email link or a postal copy.
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All done
