Customer Involvement

This commitment is driven by a dedicated Customer Invovlement Team who lead on the objectives and targets that can be found in the booklet, the Tenants Compact, the Partnership Agreement. Please note to access this service contact the Customer Involvement Team freephone on 0800 389 7652.

The Customer Involvement Team will:

• Listen to concerns and views
• Provide information and training for you to get more involved
• Provide different methods for you to get involved in a way that suits
• Give practical guidance and support - help with producing minutes, preparing agendas, producing posters and leaflets etc.
• Pay reasonable travel, telephone and child care expenses
• Hold four Training and Consultation Events during the year
• Use imaginative ways to involve everyone
• Run a Community Involvement Fund in partnership with customers
• Provide grant funding to recognised Tenants & Residents Groups
• Increase and develop tenant participation by marketing opportunities
• Review the Partnership Agreement every year and set priorities with customers
  

Monitoring and evaluation systems have been put into place. One example being the Mystery Customer exercise, which will now be an annual event. Another example is the post-meeting memo which enables Customer Involvement to monitor and evaluate their achievements with the groups they work with.

The Customer Involvement Team has also continued to fulfil it's duties to existing Tenants and Resident Associations by attending meetings and offering ongoing support and advice.

To support tenant involvement there are several resources that Wigan And Leigh Housing can utilise.

The main resources available are the Customer Involvement Team who are a team of well-trained staff dedicated to tenant involvement and the tenant participation budget

A starter pack is a valuable source of information for tenants intending to start up Tenants and Residents Associations.

The Customer Involvement Team assists in the production of Housing Matters, the tenants’ magazine, in association with tenants and ensures that all community initiatives are promoted. This magazine is sent to every tenants’ and leaseholders’ home and is also shared with residents.

The Customer Involvement Team also has a resource library available for quick reference information on a variety of subjects.

In addition to the above the Customer Involvement Team can also offer resources to tenants, they are able to offer assistance with poster design and printing, informal training and assistance with travel to meetings and other forms of participation for example, Consultation Events.

Finally, where there is a break down between Tenants and Wigan and Leigh Housing, a well-trained Customer Involvement Officer can act as a mediator, reducing conflict and creating an atmosphere conducive to customer involvement.