Who are the TSA?

The Tenant Services Authority is the independent regulator for affordable housing in England. Access to good quality housing improves lives and is the foundation of strong communities. The TSA works with landlords and tenants to improve the standard of service for tenants and residents.

The TSA have just launched their new national standards for social housing, these standards look to:

• Improve standards of service delivery for tenants
• Support decent homes and neighbourhoods
• Promote effective tenant involvement and empowerment
• Ensure providers are well run and deliver value for money
• Promote and protect public and private investment
• Encourage and support a supply of well-managed social housing

Click here to download a copy of the new national TSA standards.

Wulvern gets inspected

In August 2009 a team from the Audit Commission visited Wulvern to carry out a ‘Short Notice Inspection’.

• The Inspectors looked at how Wulvern maintains tenants’ homes through examining three areas of our business
• How we respond to repairs reported by tenants
• How we repair empty homes before tenants move in
• How we conduct gas services

The Inspectors asked the following questions:

• How easy is it for tenants to access these services?
• What do tenants think of Wulvern’s customer care?
• How well does Wulvern cater for different peoples’ needs?
• Do the services provide value for money?

The inspection also included an assessment of how we are addressing three additional themes:

• Access and customer care
• Diversity
• Value for money

A copy of their report can be found on the Audit Commission website simply click here or contact us and we will send you a copy.

Dawson Noone Principal Inspector Audit Commission has written to all tenants. In summary the Inspectors said that Wulvern is improving its repairs service and this has been noticed by tenants. All homes have a current gas safety certificate and there are fewer empty homes, but they need to be repaired more quickly. Services need to be shaped more closely around the specific needs of tenants.

Wulvern is committed to improving our services in partnership with tenants

Many of our customers joined us at the ‘Help us Improve’ event held at Crewe Alexandra’s Football Club to develop an action plan which has now been put in place to improve the areas identified by the Inspectors.

But that was only the start we need customers to continue to “Help us Improve” by joining a group that will look at how we develop our services in line with the Audit Commissions recommendations.

If you’d like to Help Us Improve, please contact Customer Involvement Manager, Alison Hyde on 01270 503588 or email alison.hyde@wulvernhousing.org.uk for more details.

You can find information on how Wulvern is performing on our website in our reception areas and via Homewords

Five ways you can ‘Help us Improve’

We always want to hear from our customers what is important to them and how we can further improve the services that we offer, so don’t miss out on your chance to ‘Help us Improve’

1. Join the ‘Help us Improve’ group today!

2. Email your suggestion to improve@wulvernhousing.org.uk

3. Call us and leave a message on our 24 hour improve action line on 01270 506206

4. Text IMPROVE followed by your message to 07903009002

5. Write to us at Improve, Freepost, Wulvern House, Electra Way, Crewe, CW1 6GW