Help us improve Housing Services

We want to:

• involve our tenants in scrutinising the services we provide
• make sure we keep our promises and standards of services
• improve our performance in all service areas

The panel will carry out one scrutiny inspection of services per year. The areas of inspections will be:

• from a range of options put forward by senior management
• an area of interest to the North Ayrshire Network
• referrals for scrutiny from Service Improvement Groups
• any area which has a significant number of complaints

There are guidelines about how the panel makes proposals for service improvements. Senior officers will consider these proposals.

Housing Services Senior Management Team makes performance reports to the North Ayrshire Network. The North Ayrshire Network ensures the council embeds the requirements of the Scottish Housing Regulator and Scottish Social Housing Charter. It monitors and challenges the set indicators, outcomes and standards. It will agree, approve and confirm the data detailed in the Annual Return on the Charter.

Some of our tenants are trained as mystery shoppers. They record their experiences when contacting Housing or Building Services. Feedback is given to the Tenant Participation Team.

To apply, complete and return a Mystery Shopping application form.

Estate Officers, Housing and Scoping officers carry out inspections as part of their day to day work. Services, tenants, and councillors carry out a joint annual inspection of each estate. Inspections take place in areas where there are Tenants and Residents Associations.

Join one of our service improvement groups to become involved in developing new services or policies.

Membership for the following groups is advertised in our Tenants Chat online magazine, found in on our Keeping our tenants informed page and Facebook.

Comprised of tenant representatives, council staff and elected members. They oversee the development of the 30-year Housing Revenue Account Business Plan, at a senior strategic level.

This group is joint chaired by tenants and council staff. Involved with:

• the Tenant Satisfaction Survey
• Capital Programme
• Repairs Policy
• developing Standards of Services within the council's Infrastructure & Design Service

Overseeing the production of leaflets and our online magazine Tenants Chat which is available on our Keeping our tenants informed page. This includes content and tenant approved accreditation. The remit includes input in the Housing Services Facebook page and our Tenant Participation section.

Having a role in the organisation of tenants, residents and service users' conferences. The group oversees planning and delivery, as well as, welcoming guests and assisting with workshops. The group plays a vital part in the annual Housing Services Summer Fun Day. Input is welcome from everyone.