Over the past year, your feedback, ideas and experiences have helped shape the way we work. Our ‘You said, we did’ webpage captures all the different ways your voices have made a real change.
With this, we’re proud to share some of the key ways we've responded to what matters most to you, and so here are our top 5 highlights of the year…
1. Tenants at Heart
We’re really proud to share the launch of our new corporate plan, Tenants at Heart and, more importantly, we’re proud how much of the plan was shaped by our tenants. We used feedback from around 1500 of you to set the direction for Tenants at Heart.
Our My Impact tenant group reviewed your feedback from surveys, complaints, and tenant meetings, and presented these insights directly to our Board. We’ll keep working with you to track our progress in delivering all of our objectives from the new corporate plan.
2. Tenant voices shaping our policies
When we make changes to the way we deliver our services, it’s important that those changes reflect what works best for you. This year we’ve added a new stage into our approach to reviewing any tenant-facing policies – giving our tenant groups the power to challenge, question and influence policy changes.
This year, 12 of our policies were reviewed and approved by our tenants, showing they really were shaped by tenant voices.
3. Tenant-led audits
To make sure we stay open and accountable, we’ve introduced tenant-led audits, a chance for you to challenge and check how we’re performing. Over the course of six meetings, a group of 18 tenants reviewed how well we meet our regulatory and statutory obligations.
From looking at the evidence and by challenging what we’re doing, you’ve helped us identify and create 19 key actions we can take to improve your experiences. This ranges from how well we communicate our processes and policies to you, to how we support our more vulnerable tenants to access our services.
4. Community days and events
Community events are always a great opportunity to meet with you face-to-face and be able to check in – this past year we’ve held 16 community days to do just that. During these events, we’ve had the chance to connect with over 700 tenants across our communities to share more about what we do and to hear your feedback.
These events are just one of the many ways we’re working to stay connected on a local level.
5. Learning from when things go wrong
We know things don’t always go right but we’re committed to learning from this to stop the same mistakes happening again. That’s why we’ve launched a complaint learning group, which is focused on getting you to review how we can improve our approach to handling complaints and how we can fix the root causes of the issue.
These are just some of the ways that our involved tenants have made a real impact – and we’d love you to get involved too!
If you would like to get involved to make a difference to our services, please visit our website here or email our Tenant Scrutiny team on customerscrutiny@midlandheart.org.uk
