Because we are small our staff, managers included, are on first name terms with many of our tenants. We do our best to be approachable and our managers regularly visit schemes to meet tenants and talk through aspects of our service and our plans.

We have in recent years taken a more methodical approach to tenant involvement. In part this was to set a benchmark for measuring satisfaction (or otherwise) with our services. But we also want to be sure that all tenants get an equal chance to put across their views and ideas.

We have a well-established forum for older tenants. It meets every two months and in 2010 for the first time the forum nominated an appointee, Iris Kavanagh, to sit on our governing board.

Formal meetings have proved less appealing to our younger people. Instead we engage with them at scheme level and they are increasingly helping to make important decisions about the service.

All our tenants, young and old, are surveyed for their feedback and opinions on a broad range of topics once every year. The survey is carried out for us by independent researchers Snap Surveys.

Key findings from the 2011 survey

78% say we are good at keeping our tenants informed on matters affecting them

91% are satisfied with the overall quality of their home

88% of those who had a repair done in 2010 gave the work a positive rating

91% are happy with condition of services and facilities shared with neighours

96% say the support our staff give is appropriate to their needs

91% think their neighbourhood is a good place to live.

Latest survey results: click here to download our latest report to tenants giving findings from the 2011 survey of tenants' views on our service.