THREE RIVERS HOUSING GROUP - CUSTOMER SERVICES

Customer Services

Getting Involved

Getting Involved

Here is a quick guide to the various ways you can help make a difference to how we deliver as an organisation. These are broadly divided into:

Active participation
After service feedback
Consultation surveys

If you wish to become involved in any of the activities, please indicate your area of interest by ticking the relevant box:

Active Participation

FORMAL PARTICIPATION

1. Tenant Board membership
Two tenants are appointed board members of Three Rivers Housing Group on an annual basis.

2. Tenants’ Advisory Committee (TAC)
Meets once every three months and makes proposals on policy and service provision.

3. Annual Conference
An annual conference to which all tenants are invited to see how Three Rivers has performed during the year and to ask questions.

4. Residents’ Associations
Three Rivers provides help and assistance to help communities operate local residents’ associations.

5. Tenants’ Newsletter
Three Rivers publishes four issues of ‘The Bridge’ newsletter annually to inform customers of our activities. The editorial team consists of a group of tenants.

SURVEYS

6. Focus Groups
Organised throughout the year to discuss specific issues or services. We publish FOCUS news sheets to update tenants on the outcomes of these focus groups.

7. Customer Involvement Panel
Customers are contacted by e-mail, post or telephone for their views on a range of issues.

8. The Big Customer Satisfaction Survey
A major independent tenants’ survey is undertaken every two years to measure satisfaction levels.

9. Online Survey
A short online survey on specific issues launched every month/season for tenants’ views. You will be emailed each time we launch a new survey.

After Service Feedback

1. Repairs Satisfaction Survey
We will ask your view on the repairs service each time a repair is completed in your home

2. New Tenant Satisfaction Survey
We ask all new tenants about the quality of service and home provided.

3. Visit Survey
If a Three Rivers officer visits you in your home we will ask you about that visit. We will visit tenants in their own homes to listen to their views and deal with specific issues if requested.

4. New Development Survey
Tenants of newly built homes are asked about their satisfaction with the quality of their homes and services.

5. Termination Survey
We will ask all tenants leaving our homes the reasons for leaving and their satisfaction with Three Rivers.

Consultation Surveys

1. Home Improvements
We will consult with you on planned improvement works to your home when the time comes through your dedicated officer and surveys.

2. Policy and Service Changes
When we are considering changing policies or the way we deliver a service we will consult you. Sometimes we will consult all residents but sometimes only those who have expressed interest in involvement.

3. Community Grants
Three Rivers sponsors group and individual activities that benefit the local community of our tenants. This is also an opportunity for Three Rivers to consult local people on community issues and to promote good neighbourhoods.

About you

Title:

Forename:

Surname:

Address 1:

Address 2:

Town/City:

Postcode:

Telephone:

Email:

Our Customer Service Section will handle your registration of interest and will respond within 7 days of receiving your email. Please do not hesitate to contact our 24-hour Customer Service Line on 0191 384 1122 should you require further information.