Recently our My Scrutiny group completed a full project looking at how we communicate with our tenants about their local areas and neighbourhoods.
My Scrutiny is an area of My Voice which helps us to develop and improve our services with an in-depth review and action plan shaped by our involved tenants.
Why local communications about our neighbourhoods?
We know your home doesn’t stop at your front door; it’s also your neighbourhood which contributes to how you feel about where you live.
Our aim was to find out how well we engage with you on a local level, if we communicate properly about your neighbourhood and how we can build better connections between our teams and our tenants.
What we found
Over 8 weeks with a panel of tenants to review the project, we looked at over 27,000 responses to our TSM measures, organised and attended community days and conducted interviews with our Estate Champion tenants.
This data helped us to get a better sense of tenant perception and understand the distance between us and our tenants’ neighbourhoods.
Our tenant panel advised that we could:
- Improve how we measure and investigate the impact of our local activity under My Voice, i.e. making changes to our Estate Champions service to better reflect the impact of the surveys
- Better coordination of community events across the Tenant Scrutiny and Estates teams and better understanding of roles and responsibilities
- Better define our local communication plan for tenants and residents
- Create a mechanism to be able to record and measure the impact of local activity outside of My Voice
Our next steps
Over the next few months, we will be working closely with our Head of Tenant Insight and Estates Manager to implement these recommendations. We’ll also be working closely with our data team to rework how we receive data from the Estate Champions and better track what’s been reported.
If you would like to make an impact on our services and share your feedback on how we’re doing, you can join My Voice and become an Involved Tenant. You can find more information here.
