Tenant Consultation

Tenant Participation

There are a number of way in which tenants can participate in the activities of the Association and give us feedback and input into the topics which are important to them.  We issued a survey to tenants in August 2024 to gather views on participation opportunities and to find out how we can engage with more people to take part.

Please see a summary of responses HERE.

From the information and answers given in the survey, we will now:

• Issued a new Tenant Participation Strategy shaped in part by responses to the survey and tenant feedback.

• Updated our website, newsletter and social media to answer and address queries raised by respondents (e.g. how to report requests to EDC for services such as cleansing and gritting.

• Contacted those respondents interested in the Customer Care Working Group and the Management Committee.  We have had new members join both as aresult of this.

• Communicate with key partners on some of the wider area issues raised by respondents (e.g. cleansing, road traffic management).

• Looked at how we communicate with our tenants and updating contact preferences.

Tenant Surveys

We are changing the way we ask you to complete surveys and how we send out information. We are now using a company called CX Feedback to send out surveys and important updates electronically. You will receive a text message or email with a link to complete a survey if we have an up-to-date mobile number or email address for you.  If we are providing information or sending you an update you will receive a link in a text message or the information will be fully contained within an email.  Listed below are a few examples of the surveys/info that you may receive –

• Repairs Satisfaction Survey
• Kitchen Replacement Satisfaction Survey
• New Tenant Survey
• Consultation Survey
• Meeting Invites
• Feedback from a consultation you have participated in
• Information about a local event

If you receive a request to complete a survey by text message the senders name on the message will appear as HillheadHA.

If we do not have an up-to-date mobile number or email address we can still send you paper copies.

Recently, we surveyed tenants on their experience of cost of living and their investment priorities. This survey blended two surveys issued in 2023 on the same topics and aimed to gather an updated position on our tenants' and residents' circumstances and priorities.  A booklet outlining the results of this survey can be viewed here.

Consultation

We will consult tenants and other relevant parties whenever we are writing or revising a policy which affects the way in which our services are delivered. Examples of this would be our Allocations Policy, our Arrears Management Policy and our Anti-Social Behaviour Policy but there are many others.  Generally speaking such policies are reviewed every three years.  We will consult on policies in a variety of different ways which may include organising focus groups, discussing them at our Customer Care Working Group, and issuing written or online questionnaires. We will publicise consultation exercises on our website and via social media.  If you are interested in being consulted on a particular policy please contact Paula McCann at our office on 0141 578 0200 or email: admin@hillheadhousing.org

Our most recent policy consultation was on our Allocations Policy.  Information on how feedback from this consutation has been taken into consideration can be found here  

In addition to policy consultations we also carry out an annual rent review. We will consult with all tenants about any possible changes to rent levels. All tenants will be sent a consultation document which explains any suggested changes and asks for tenants opinions on them. We also provide other ways for tenants to tell us their views such as at drop-in sessions or via online means. This consultation usually takes place during December & January.  Please do take part in this consultation as tenants views are taken into account and passed on to our Management Committee who make the final decision regarding rent levels.