This section of our web site is to help you make the most of your tenancy by providing you with news and information that we trust you will find useful and informative.
Use our downloadable guides to obtain information about how to get the most from your tenancy.
If you are a leaseholder, information is available in our 'Other Services' section of this site, on the Leaseholders page.
To let us know whether the information provided meets your needs you can use our Compliments, Comments & Complaints form. You can also speak to us directly or write to us with your thoughts and views.
We are always looking for volunteers to take part either in customer forums or 'one-off' consultation groups where you will be asked to provide comments on specific issues.
If you are interested in taking part and shaping the future policies of Trent & Dove you can find out more about Resident Involvement, or speak to our Resident Involvement Officer on (01283) 528528.
Customer Scrutiny Panel
The customer Scrutiny Panel at Trent & Dove is a group of tenants who scrutinise areas of service within Trent & Dove and have received training to enable us to understand how Housing Associations are expected to work to standards set by their regulator and customers.
When carrying out service reviews the panel has complete access to company policies. It meets with staff and other customers to check that services are being delivered to the published standards and offers guidance to Trent & Dove on how services to its customers might be improved.
We are a decision making body with the opportunity to make recommendations for change to the company's Operations Committee, which is a sub group of the main Trent & Dove Board. This is with the aim of achieving excellence in the way Trent & Dove delivers its services to us as its customers.
We would like to hear from you about any areas of service with which you have been particularly satisfied or impressed, or think that Trent & Dove could have done something better at the time. Please e-mail us at firstname.lastname@example.org and we will get back to you.
If you require information in an alternative format or language, please click in this box to download a request form.
Commitment to Resident Involvement Quality
Trent & Dove’s mission of ‘Improving homes, lives and neighbourhoods’ is supported by strong and effective resident involvement activities. Residents work with us to ensure excellent service delivery and a sustainable approach to community development.
The Tenant Participation Advisory Service (TPAS) has produced a self-assessment toolkit for landlords which has enabled us to measure where we stand in relation to resident involvement best practice. It has also highlighted areas for improvement that will strengthen our ability to sustain at least a “3-star Audit Commission rating” for resident involvement.
By carrying out this self assessment exercise under the TPAS accreditation framework we have been able check on the extent to which resident involvement is embedded throughout the organization.
The seven themes within the quality assessment look at;
- how our Resident Involvement policies and structures fit with business planning;
- how research guides our Resident Involvement work;
- how embedded Resident Involvement is throughout the organization;
- whether training is offered and how it enables effective involvement;
- whether resident involvement and community engagement is recognized and celebrated by the organization;
- that community development is encouraged and delivered with residents and partner agencies.
During 2008 an on site reality check was undertaken by Tpas assessors, to establish the accuracy of our self assessment against the experiences of residents and staff. Residents, whether involved with us or not, were invited to take part in focus groups and telephone interviews as part of the process.
A report was produced by Tpas which included a summary of our performance and examples of good practice. The external assessment panel confirmed that our commitment to resident involvement was at a high level, and the coveted “kitemark” was awarded. In 2011, we were again assessed and again found to be meeting the standard with improvements made upon the original assessment. To learn more please click here...
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In 2012, The Homes & Communities Agency (HCA) became responsible for the regulation of housing associations and co-operatives, replacing the Tenant Services Authority (TSA) .
You can compare our performance with other landlords' via the HCA website.
You can go directly to the comparison page from here, click this next link... 'Find and Compare Landlords' . There are no logins, passwords or subscriptions needed.
Please contact Resident Involvement Officer, Dawn Maddin on 01283 528652 to learn more about resident involvemen opportunities.
|Residents attend Trent & Dove's local conversation