This information can be made available in a range of languages and alternative formats such as electronic copies (for example e-mail), or in large print, Braille or audiotape. Please contact the Communications Team on
(0191) 4268370.
More on language and translation
Our Language Statement
Informal involvement
Mystery Shopping groups
Mystery shopping involves customers testing services against our agreed service promises. For example, a mystery shopper might go into a local Housing Office to see that we have information on display that our service standards promise we will have. We use the feedback to improve the service we give to you.
If you would like to get involved with our mystery shopping group contact the Communications Team on (0191) 426 8370.
Readers’ Panel
This Panel is made up of 12 tenants who have received training in ‘Plain English’ and agreed to read our main written information sent to tenants – Housing Matters and other newsletters, information leaflets.
The Panel provides feedback on whether our communications are clear and easy to understand.
We place the “Readers Panel Approved” logo on information they have endorsed.
If you think that you would like to be involved with the Readers’ Panel contact the Communications Team on (0191) 426 8370.
Editorial Panel
This Panel is made up of three tenants who meet on a quarterly basis to discuss the contents of the ‘Housing Matters’ newsletter, provide suggestions for articles and constructive feedback on the final version.
Estate Inspections
Estate inspections involve tenants and residents joining housing office staff on quarterly walkabouts. By helping to inspect estates, you get the chance to improve the services we provide.
They’re a great opportunity to look at the estate and report any issues. They also give tenants and residents a chance to check problems are being dealt with and standards are being met, as well as helping to identify ways in which we can improve our service and the area you live in.
To find out when the next inspection of your estate is taking place, contact your estate officer.
For more information contact your local housing office on 0191 423 4000 or download the Estate Walkabouts posters.
Questionnaires, Feedback forms and Surveys
We know that all of our customers are different and the amount of time that they have to get involved varies. We want everyone to be able to have their say and that is why we have as many ways to do so as possible.
Having your say can be as simple as filling in a questionnaire or survey.
Completing feedback forms after a repair
Another simple way for you to let us know your view is by completing the feedback form we give you when we carry out repairs to your home. Tell us what’s good so we can keep doing it and tell us what isn’t good or is missing so we can address it
Completing feedback forms for comments, compliments and complaints
All of our Local Housing Offices have feedback forms for you to give us your compliments, comments and complaints. Let us know what you think and we will use your feedback to improve what we do.
Receiving information
Read our newsletters
We publish a newsletter called ‘Housing Matters’ every quarter. We use the newsletter to let you know how we are doing and to let you know about important events that might interest you.
We involve customers in developing the newsletter so that it includes the things that you want to know. If you would like to get involved with planning the future content of ‘Housing Matters’ contact the Communications Team on (0191) 426 8370.
Write to us
One of the simplest ways to get involved is to write to us with your suggestions, comments or concerns. We will acknowledge your letter within three working days. The ‘Useful contacts’ section contains a list of correspondence addresses.
Telephone us
We are happy to receive your comments by telephone and will always take them on board. The ‘Useful contacts’ section has a list of telephone numbers that you can use to contact us.
E-mail us
If you would prefer to e-mail us with your comments and suggestions you can send them to communications@southtynesidehomes.org.uk.
Tenant Inspectors
We have started to involve tenants in inspecting our repairs and estates services.
Tenant inspectors use tools to ‘rate’ and comment on services as they see them. Their views are then reported to the Board and fed into service improvement.
Tenants inspecting our repairs service have taken part in a number of training exercises and tenants inspecting our estates services have been trained through the mystery shoppers group. To find out more about training opportunities please see our Tenants Training and Events Guide download the tenants training and events guide
Tenants’ Conference
We deliver a Tenants Conference every year to inform you of service improvements, new and ongoing developments and involve you in a number of informal workshops on specific service areas.
Forums / Public Meetings
These events will help keep you informed of developments / events happening in your area which may be of interest.
