Project date – August 2024
Project brief
To examine the effectiveness of the current mechanisms in place through our governance framework to enable our Board to hear the tenant voice. The project has sought to identify any changes that could help to improve our Board’s understanding of our tenants’ needs to influence and support their decision-making.
Recommendations
- Undertake insight analysis following completion of My Voice activities to ensure demographic breakdowns of insight used are captured, so that the Board can have heightened understanding of the views of our wider tenant base
- To complete quarterly impact reviews of the new Tenant Insight Framework following implementation to measure its effectiveness
- Introduce ensure transactional insight on any issues that are important to tenants can be joined-up with My Voice insight and fed to the Board
- Share more with tenants about the activity of our Board by promoting who they are, what they do and how they have used tenant views in their decision making
Action update
We've created a process for capturing, logging and feeding back wider tenant feedback to our Board. As part of this, a tenant insight dashboard is shared with our Board and includes key tenant feedback on the services you receive.
This allows a greater understanding of wider tenants feedback which can help with monitoring performance and satisfaction and tenant led service improvements.
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