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New approach to customer engagement for housing services

Housing Services graphic

Work has begun on a new approach to customer engagement which will put the tenant voice at the forefront of housing services in Gateshead.

During our housing review customer consultation, tenants made it clear that they want a direct voice to Gateshead Council, and they want their views to be listened to and acted upon.

This was echoed in the Government's Charter for Social Housing white paper, as tenant engagement was identified as playing an important role in improving customer experience.

Over the next few months, we will be working with our tenants, and with tenant engagement experts TPAS, to review and co-design a new customer engagement framework.

TPAS is an independent organisation which promotes, supports and champions tenant involvement in social housing across England. As part of this project, TPAS will help to create our new approach to customer engagement.

Gateshead Council's housing team will aim to provide a great customer experience by improving the services that matter most to tenants and leaseholders. To achieve this, customers will be fully involved in both the design and delivery stages of the project. By the end of the project, we hope to deliver a new engagement strategy that is both informed by, and works for, customers.

Cllr John Adams, Cabinet Member for Housing, said: "One of the key messages that came out of the customer consultation last year is how important it is that tenants and leaseholders can influence decisions, shape policies and recommend service improvements. We are committed to fulfilling this, and our new Tenant Voice Strategy will help to ensure we do so."

Housing Services graphic
17 March 2021

Work has begun on a new approach to customer engagement which will put the tenant voice at the forefront of housing services in Gateshead.

During our housing review customer consultation, tenants made it clear that they want a direct voice to Gateshead Council, and they want their views to be listened to and acted upon.

This was echoed in the Government's Charter for Social Housing white paper, as tenant engagement was identified as playing an important role in improving customer experience.

Over the next few months, we will be working with our tenants, and with tenant engagement experts TPAS, to review and co-design a new customer engagement framework.

TPAS is an independent organisation which promotes, supports and champions tenant involvement in social housing across England. As part of this project, TPAS will help to create our new approach to customer engagement.

Gateshead Council's housing team will aim to provide a great customer experience by improving the services that matter most to tenants and leaseholders. To achieve this, customers will be fully involved in both the design and delivery stages of the project. By the end of the project, we hope to deliver a new engagement strategy that is both informed by, and works for, customers.

Cllr John Adams, Cabinet Member for Housing, said: "One of the key messages that came out of the customer consultation last year is how important it is that tenants and leaseholders can influence decisions, shape policies and recommend service improvements. We are committed to fulfilling this, and our new Tenant Voice Strategy will help to ensure we do so."

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