RWP virtual hub meeting: discussing the Tenant Annual Review

Consultation with tenants

Virtual hub meetings are led by the Customer Voice team and offer opportunities to review performance information. At a recent meeting, the draft version of the tenant annual review 2023/24 was shared with tenants who attended. We want to make sure we are providing information that tenants find interesting and easy to understand. That is why we asked questions around layout, design, format, clarity of information, as well as what is most important and what tenants would like to see more of in the review.

Tenants share feedback

Tenants Simon and Michael shared that they are interested in customer promises and the new consumer standards and how we are performing in the following areas: Safe and sound homes, Neighbourhood and community, and Transparency, Influence and Accountability. They would like more tenant stories included in the Tenant Annual Review, so they can learn about examples of keeping homes safe and well-maintained.

They also shared that they have been experiencing issues with accessing website pages, such as the repairs and accessible newsletter page, via the QR code provided in the newsletter. Not all phones have the technology to register QR codes or require an app.

The way articles are written was important to them too. They shared examples of which are either too long or confusing, as well as specific words that they do not understand.

They also value clear images to help them understand the information. It is important that images are simple and clear, so they can easily see what the image represents.

Improving the Tenant Annual Review

Listening to tenant feedback like this means we can make improvements that allow for better accessibility. We can provide performance information in a more engaging way that suits needs and preferences. We have implemented the following changes:

• QR code accessibility: we will include the website address to read about performance and this extends to other QR codes in the newsletter. This is to ensure there are alternative ways to access the website, and avoid exclusion due to QR code technology.
• Wording: we have reviewed sentences for length and understanding, and have shortened phrases.
• Images: we have made changes to images to simplify them and make them clearer.
• Font colour: we have changed any light coloured font on a dark background to colours that are more accessible.

Tennant Annual Review and newsletter

View RWP performance information here: RWP performance

Download your copy of the RWP newsletter, Your News, and sign up for future copies here: Your News