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Together with Tenants

Together with Tenants (TWT) is an initiative set up by the National Housing Federation (NatFed). The aim is to work with housing providers and their tenants and customers to provide more transparency between landlords and tenants and strengthen relationships between them.

BCHA intend to sign up to this charter on March 15th this year and part of our role is to consult with our customers on NatFed’s proposals and have set up a TWT Working Group which we are inviting our customers to join and play a part on this exciting journey with us.

In February 2020 NatFed published a four-point plan

  1. A change to the National Housing Federation’s Code of Governance: boards agree to be accountable to all tenants and residents
  2. A new Together with tenants Charter:a set of clear commitments so tenants and residents know exactly what to expect from their landlord
  3. Tenant and resident oversight and scrutiny of the charter:tenants report publicly on how their landlord is performing
  4. A closer link with regulation:tenants’ reporting on performance can provide useful evidence to the Regulator on whether their landlord is complaint with consumer standards

Customer Charter

BCHA have agreed to adopt the Together with tenants Customer Charter commitments.

  • Relationships – Housing associations will treat all residents with respect in all of their interactions. Relationships between residents and housing associations will be based on openness, honesty and transparency.
  • Communication – Residents will receive clear, accessible and timely information from their housing association on the issues that matter to them, including important information about their homes and local community, how the organisation is working to address problems, how the organisation is run, and information about performance on key issues.
  • Voice and infuence – Views from residents will be sought and valued and this information will be used to inform decisions. Every individual resident will feel listened to by their housing association on the issues that matter to them and can speak without fear.
  • Accountability – Collectively, residents will work in partnership with their housing association to independently scrutinise and hold their housing association to account for the decisions that a­ffect the quality of their homes and services.
  • Quality – Residents can expect their homes to be good quality, well maintained, safe and well managed. When things go wrong – Residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong
  • When things go wrong – Residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong.

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