Tenant-led regulation is a major theme of the new co-regulation framework set out in April 2010 by the Tenant Services Authority (TSA).
It is vital to the regulatory framework set out by the TSA that tenants are able to shape their housing services, scrutinise delivery, hold their housing provider to account, and trigger restorative action in the case of poor performance.
There are several models of Tenant Scrutiny that housing providers and tenants can consider. What is vital in any tenant scrutiny process is that tenants have real independence. They must be able to choose what they scrutinise, when they scrutinise it, and come to their own conclusions.
Leeds Tenants Federation has been running independent tenant scrutiny services for several years and has provided a unique cross-tenure Tenant Inspection & Mystery Shopping service for housing providers. This project has challenged expectations and expanded the horizon of service standards in setting tenants from different landlords the task of inspecting each other’s services.
We are also the only tenants federation to be commissioned by a local authority to carry out their bi-annual statutory Status tenant satisfaction survey. This has given us unique access to representative tenant satisfaction data and has enabled us to target specific service improvements for tenants.
Prior to this initiative we ran a Tenant Talk-Back Panel asking participants to complete four surveys a year on their experience of aspects of housing and neighbourhood services. Our Tenant Text-Back was an innovative alternative with residents asked to respond to shorter surveys by mobile phone text. This service is aimed at younger – or just very busy! – residents. Both panels were recruited to provide a representative sample of Leeds residents and are open to all housing tenures.
Up to 2006 we carried out an annual satisfaction survey of residents groups testing their satisfaction with resident involvement services and with the service provided by Leeds Tenants Federation.
Housing providers wishing more information about Leeds Tenants Federation's tenant-led regulation services or tenants willing to get involved should contact Leeds Tenants Federation Tel (0113 2145330) or email email@example.com
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