Page 14 - AnnualReport_2016
P. 14
Chairperson’s Report
Honorary Treasurer’s Report
Property Management Update
Customer Engagement and Communication
Corporate Improvement Objectives 2015/16

5 Customer Engagement and Communication

At Rural we are committed to providing our We have developed a Tenant Participation Scheme Visits/Estate Walkabouts
tenants with plenty of opportunities to get Strategy which details how our tenants can
involved and help shape, inluence and improve become involved in the decision making Scheme Visits – Our Housing and Technical
our services. The Association recognises that process; how they can be involved in scrutinising Team aim to meet all of our tenants face-to-face
due to the dispersed nature of our stock across and monitoring the services we provide and at least once a year and use this opportunity
rural areas in Northern Ireland; involving all our how they can provide feedback. We have spent to share information and ask tenants for
customers in meaningful engagement is always some time liaising with our tenants on Tenant feedback regarding our services. All our tenants
going to be a challenge, therefore it is even Participation and focussing on identifying will now have had the chance to meet with
more important that we work hard to develop and formalising Tenant Champions within our a member of our Housing/Technical Team in
other ways to encourage our customers at a schemes - Tenants Champions support the their own home to discuss whatever issues or
local level to get involved in the decisions that Association by working within their schemes or concerns they might have. Estate Walkabouts
affect the services they receive. local areas by passing on information to others are joint inspections of a scheme or a local
about a variety of issues such as welfare reform, area with interested tenants, local groups and
energy eficiency or helping others to complete representatives from other agencies to address
application forms on the computer. any issues or areas of concerns.
These visits are already proving to be
We are proud to have Shirley McNulty, one very successful with many of our tenants
of our tenants in Co Fermanagh continue and commenting that these visits allow them to feel
participate as a very active member on our informed and included in discussions about their
Board of Management. Shirley is an active schemes and communities.
member of several community and voluntary
groups including Blacklion/Belcoo Active We also organise a number of different tenant
Age Group, Cashel Community Group, South satisfaction surveys so that we regularly hear
West Ageing Partnership and a member of our tenant views and are able to act upon them.
the Pensioners Parliament to name but a view. We are extremely grateful to all our tenants for
Shirley’s earlier background was in nursing returning these surveys to us each year.
and as a warden in sheltered accommodation
dealing with vulnerable groups and therefore Welfare Reform
brings to the board a wealth of experience We have drawn up an action plan to ensure that
and practical knowledge of service provision we prepare for the onset of Welfare Reform
and the dificulties encountered within local
communities. across the organisation; some of the actions
ensure that we regularly review Welfare Reform
Shirley McNulty - Our tenant promotion material to increase awareness and
representative on our Board of Managment take up of services and that we keep under
review the current stafing resources to ensure
that it is adequately resourced to continue
delivering an excellent service.

13 : annual report & accounts 2015-16 : rural housing association
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