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local offers to customers
The Tenant Services Authority our regulatory body requires all providers of social housing to meet the same national standards in addition to developing tailored ‘local offers’ with their customers.
A local offer sets out how:
- we intend to deliver our services
- we’ll perform against them
- our performance will be monitored and reported back to residents.
There are six national standards but the TSA only require local offers to be produced for three. These are:
- Tenant involvement - about giving you customer service, choice, and involving you in what we do - and how we do it.
- Home – about the quality of your home and how we carry out repairs and maintenance.
- Neighbourhood and community - about where you live, and covers aspects like how we help keep neighbourhoods clean and peaceful.
In order to get a wide range of customers’ views as possible we launched the Big Change consultation programme. This ran from July to September 2010 and was the widest and most comprehensive consultation programme we have ever carried out.
Using the feedback we have had so far we have produced our local service offers which can be seen below. Each gives a description of the service, how we will perform and explains how our performance will be monitored.
