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The Tenant Services Authority required housing associations to agree and consult with tenants on the desirability and scope of local offers in relation to services to meet the following TSA standards.
In addition providers could also agree on other areas for local standards provided that this didn't undermine any of the requirements of the national standards.
TSA National Standards
1) Tenant Involvement and Empowerment (customer service, choice and complaints).
2) Home (quality of accommodation, repairs and maintenance).
3) Tenancy (allocations, rents and tenure).
4) Neighbourhood and Community (neighbourhood management, local area co-operation.
5) Value for money.
6) Governance and financial viability.
We held a Local Offer planning day in June 2010 with our involved customers including tenant Board members and Customer Committee. Together we looked at all current SNH standards and the group agreed that SNH was well placed to draw up the Local Offer as we had already carried out extensive consultation on our service with customers before and after the stock transfer in 2008.
Throughout the summer of 2010 we consulted our customers using questionnaires and at local events about the draft of our Local Offer we had drafted with ther help of ur Communications Forum.
Activity took place whereby customers discussed all SNH standards and prioritised these to produce the draft of the local offer consultation document. On the 2nd July 2010 the draft consultation document was taken to the Communications Forum, at which minor amendments were made and the consultation document was finalised.
Local Offer consultation took place with South Northants Homes customers at a range of events between 23rd June 2010 and 30th July 2010. This included questionnaires being taken to neighbourhood walks, customer forums, drop in events and scheme residents meetings. In addition to this a new SNH Residents e-mail group was formed.
A total of 176 surveys were retuned to us by post including being returned by e-mail
The standards covered in the consultation by South Northants Homes are as follows:
1. Customer Contact Standard (TSA National standard 1)
2. Complaints Standard (TSA National standard 1)
3. Repairs and Maintenance standard (TSA National standard 2)
4. Decent Homes Standard (TSA National standard 2)
5. Tenant Engagement Standard (TSA National standard 1)
6. Vulnerability and Support Standard (TSA National standard 1)
7. Anti-Social Behaviour Standard (TSA National standard 4)
8. Rent Standard (TSA National standard 3)
9. Neighbourhood Standards (TSA National standard 4)
SNH published the Local Offers on the 1st April 2011. If you would like to read the full contents of our Local Offer document you can do so on this website.
