Your views are important to us and there are many ways to let us know how we are doing or to help shape the landlord services that we deliver to you.
We will send you surveys at different times, for example after you have received a particular service such as a repair or reported anti-social behaviour. Your feedback on how we are doing helps us to ensure we are providing the best possible service to you.
We may also send you a more detailed tenant survey which asks several key questions so we can monitor how we are doing and how satisfied you are with us as your landlord. It is important to us that we not only listen to what you tell us, but we act upon this to improve our service.
We take formal complaints very seriously and aim to learn from them in order to continuously improve our service.
Some of the other ways you can get involved
- Joining a focus group for tenants interested in a particular topic or helping improve a service area.
- Attending estate inspections and contributing to community projects that benefit tenants
- Emailing us with your ideas at tenant.involvement@folkestone-hythe.gov.uk
- Visiting our website to learn about the different activities that will be happening in your neighbourhood
- Completing surveys and/or questionnaires about the housing service
- Contacting us to keep us informed of activities that you want to see taking place or would like help with in your community
- Joining our Facebook tenant group: facebook.com/groups/fhdctenantsandleaseholders, a place for tenants and leaseholders to join in discussion, consultation, quizzes, competitions, events and engagement groups.
- Letting us know if you were happy with our service or if something went wrong
- As one of our tenants you can access the TPAS (Tenant Participation Advisory Service) website and create your own free TPAS account to instantly access free resources, advice and information specifically for social housing tenants, from your mobile device or computer.
- We will consult you on changes we may want to make to housing management or maintenance matters that are likely to have a substantial effect on you.
If you would like to know more, please sign up:
Sign me up now for getting involved in housing services
Strategic Tenants Advisory Panel (STAP)
The Strategic Tenants Advisory Panel (STAP) is made up of volunteer tenants who work together as a strategic level group to independently review our performance, policies and procedures and how we manage the different housing services we provide to you.
They are vital in helping us to better understand how our services impact on all tenants and they have direct access to the Housing Leadership Team and Cabinet Member for Housing.
If you would like to know more about the work of the panel or how to get involved please get in touch.
What we expect of you
- Feedback on how we’re doing so that we can make sure we’re providing the best possible service to you.
What you can expect from us
- Different ways to engage with us and to shape the way we deliver services to you.
- Regular feedback from us on how we have acted upon what you tell us.
Formal complaints
We aim to get things right first time but if we don’t and we can’t resolve things informally, you have the right to make a formal complaint. You can use any of our contact methods to make a complaint.