In 2011 a new Customer Service Charter has been developed with residents, to set the Customer service standards.  The Charter explains exactly what you can expect under each of the Tenant Services Authority (TSA) standards. Residents also got involved in setting the targets for each subsidiary.  We will work with residents to monitor how well we are performing against each of these standards.

 “Local Offers” represent a new way of tailoring the services of social housing providers based on what tenants want. The TSA is the independent housing regulator and requires all Registered Social Landlords (RSLs) to work with residents in setting “Local Offers” against the TSA standards for Tenant Involvement and Empowerment, Home and Neighbourhood and Community.  Tenants can also set “Local Offers” around the other standards if they wish.

From April 2011 “Local offers” were a key paet of Leasowe Community Homes (LCH) service delivery and we have ensured that they have “Local Offers” tailored to their residents.

After consulting with residents, it has been agreed that LCH shall develop one set of local offers as we only provide general needs housing on the Wirral. This will help us to tailor our services to fulfill residents’ local requirements and individual needs.

These local offers came directly from issues/suggestions direct from residents.

These local offers were presented at February’s Leasowe Estate Tenants’ Association meeting for feedback and the final version was passed to Arena Housing Group at the end of February to be presented at the Arena Group Resident Board meeting. These ‘Local Offers’ will from part of LCH’s service to residents from April 1^st 2011.

Finally, and perhaps most critically, residents/service users will have a significant role in scrutinising service performance against the Standards, and in producing an annual report detailing our performance.