The tenants' experiences take centre stage in setting standards, monitoring performance and deciding outcomes. For owner-occupiers the decision on priorities and levels of investment in their homes is their own. A central belief of the Council is tenants should be in no less powerful a position since they too are householders. We facilitate tenant control in three main areas. Representatives from each association sit on the Federation of Residents' and Community Associations which plays a key role in all decisions.
Tenants have direct influence through annual independent research tracking satisfaction.
In particular, customers have taken a key role determining priorities for work to their own homes. This has culminated in a range of Customer Contracts setting out standards of work, time scales and ways of resolving difficulties. Improving quality of life Our best practice is compatible with the council's commitment to energy efficiency and its desire to improve the quality of life for those living on low incomes. We recognise tenants are disproportionately represented by those on lower incomes, particularly older people. This has directly influenced our investment decisions to ensure affordable warmth is a priority.