Regenda Homes Resident Charter

Regenda Homes is signed up to the National Housing Federation’s  Together with Tenants  Charter. Putting customers first is one of Regenda’s core values, and this charter helps strengthen the relationship between Regenda and its residents by making sure their voices are heard and acted on.

You can find out more about the National Housing Federation's Together with Tenants initiative, here: National Housing Federation - Together with tenants (this is a link to another website and will open in a new window.)

Housing associations that adopt the charter commit to:

Relationships:

We are committed to treating all residents with respect in every interaction. This includes repairs, complaints and general enquiries.

Our relationship with residents is based on openness, honesty and transparency. This means we will provide clear information, explain our decisions and communicate in plain and easy to understand language.

Communication:

Residents will receive clear and accessible information that is easy to understand and available in formats that meet their needs. We will share updates in a timely way on the things that matter to residents. This includes:

  • their homes and local community
  • what we are doing to resolve any problems
  • how decisions are made within the organisation
  • how we are performing on key areas such as repairs, safety and complaint

Voice and influence

Housing associations will seek and value the views of residents and will use this information to inform decisions. Every individual resident will feel listened to by their housing association on the issues that matter to them and can speak without fear.

Accountability

Collectively, residents will work in partnership with their housing association to independently scrutinise and hold their housing association to account for the decisions that affect the quality of their homes and services.

Quality

Residents can expect their homes to be good quality, well maintained, safe and well managed.

When things go wrong

Residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong.

Equality, Diversity and Inclusion: 

Housing associations will be inclusive organisations which seek views from all groups. Approaches to resident involvement will be inclusive by engaging with residents from a range of backgrounds and experiences. Consultations with residents will include outreach to underrepresented communities, including through targeted communications.

How do we know we are meeting the Charter?

We measure our performance regularly throughout the year, through the TSMs which you can find out more about here: Regenda Homes TSM's