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Residents’ Charter Consultation Survey August 2020

Residents’ Charter Consultation Survey August 2020

Together Housing works hard to make sure we listen to and take account of the views of our residents to make sure our service reflects your views and needs. But we know that we don’t always get it right. We need to work hard to build a strong relationship with you.

Kelly HornerCongratulations to Kelly Horner in Halifax, winner of the Residents’ Charter survey lucky draw, who received £50 in Love2Shop vouchers. Kelly plans to spend her vouchers on garden plants.

To help achieve this, we have produced a Charter which clearly states the commitments we aim to meet and what you should expect from us. The Commitments are based on extensive consultation carried out nationally with residents by the National Housing Federation as part of their Together with Tenants Initiative.

We asked residents on Virtual Voice, our group of residents who have agreed to do online surveys, for their views about the language, tone, and content of our Charter. We had 324 responses to the survey. 

  • 89% said the Charter was easy to understand which is very encouraging. Only three people (0.93%) said it was difficult to understand. This is a positive endorsement of the work we have done around writing and designing the Charter.
  • We asked how well residents thought the illustrations we’ve used work in helping bring the Charter to life. 90% of responses were positive.
  • We asked how effective the language we’ve used in the Charter is in helping people understand what it’s about. 90.74% said they thought the language was effective, with only 1.85% (6 residents) scoring negatively.

There were many positive comments about the language, content and use of colour in the illustrations, as well as our aims behind the Charter.

The negative comments highlighted the importance of putting our Charter commitments into practice. Sometimes our service falls short of our targets and residents’ expectations. We are working hard to provide a consistent high-quality service.

We’d like to thank everyone who took part in the survey.

The full Residents’ Charter Consultation Survey Report is available here.

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