STAIRs publication scheme: information class 5

Information for our tenants

STAIRs publication scheme › Information for our tenants

Here our tenants can find information about Muircroft services and ways to ask questions, receive support and influence how services are delivered.

Services and support

Repairs and maintenance – how to report repairs and our service standards

Our housing support officers can help if there is something wrong, and we encourage our tenants to report things as soon as possible. Tenants also receive a guideline for reporting repairs in their welcome pack.

We aim to have things sorted for you as soon as possible, and our service standards set KPIs which we report against as part of our tenant satisfaction measures.

Link

Rent and tenancy support

Guidance about rent payments, tenancy responsibilities and the support available to tenants can be found on our How rent and charges work page.

Muircroft can provide advice and assistance with:

  • Understanding your tenancy rights and responsibilities.
  • Managing rent payments and preventing rent arrears.
  • Accessing welfare benefits and financial support.
  • Maintaining your tenancy and sustaining independent living.
  • Signposting to external agencies for specialist advice and support.

Further information about your tenancy, and a few Q&As, can be found on our What’s it like? page.

Complaints and feedback

Our complaints policy details how you can make a complaint and how we will action it.

We welcome feedback, if you wish to provide some or if you seek help resolving a service issue you can do this via a number of channels:

Directly to your housing support office; via feedback forms; via tenant meetings or by email info@muircroft.co.uk

Link

Safeguarding and wellbeing

Wellbeing support

At Muircroft, we care about the wellbeing of our tenants and strive to create communities where people feel secure, connected and able to thrive.

Safeguarding

Our safeguarding policy provides full details on what to do if you have concerns.

Our Designated Safeguarding Person (DSP) is currently our CEO, who can be contacted on 023 8084 9481.

All Muircroft staff are required to act on all safeguarding concerns, however they become aware of them.

In an emergency, or if you suspect you or someone is in immediate danger, phone 999 to report the incident to the police.

If you need help within the next 24 hours, contact Hampshire Adult Services on 0300 555 1386, or the police on 101.

If the matter is not urgent, concerns can be reported online to Hampshire Adult Services: www.hants.gov.uk/socialcareandhealth/adultsocialcare/contact/start-a-referral (opens in a new tab) or via Hampshire Safeguarding Adults Board: www.hampshiresab.org.uk (opens in a new tab)

If the matter is not urgent, you can report concerns to the Housing Support Officer.

Link

Anti-social behaviour

We want our tenants to feel safe and supported, and we take reports of anti-social behaviour seriously.

Link

Aids and adaptations

We are committed to helping tenants maintain their independence. Requests for aids and adaptations will be considered based on individual needs and, where appropriate, in partnership with occupational therapy and local authority services.

Useful link

Tenant engagement

Current tenant engagement activity at Muircroft

Muircroft currently engages tenants through:

  • Annual Tenant Satisfaction Measures (TSM) surveys.
  • Follow-up meetings with tenants who have raised concerns or expressed dissatisfaction.
  • Commitment to strengthen opportunities for tenants to influence decision-making and service delivery through consultations.
  • One-to-one meetings with tenants regarding service concerns.
  • Tenant feedback on service improvements.

Communication with tenants

  • Keeping tenants informed about performance and services through publications, letters and website updates.
  • Plans to develop a new communications and tenant engagement strategy to improve how tenants are informed and consulted.
  • Commitment to provide clear, accessible information and use both printed and digital communication channels.

Community and social engagement

We recognise the importance of fostering a strong, inclusive community. We support a programme of tenant activities and events, including:

  • Cream teas
  • Boat trips
  • Coffee mornings
  • Fundraising events for our chosen charities
  • Christmas lunches and Christmas party
  • Fish and chip lunch and other tenant-led activities

Strategic commitment

We are committed to putting tenants at the HEART of everything we do. We recognise that meaningful engagement leads to better services, stronger communities and improved outcomes for our tenants.

Tenant engagement aim

Muircroft Housing Association is committed to ensuring tenants have meaningful opportunities to influence decisions, shape services, hold the organisation accountable and improve their community. We will listen, act on feedback, and communicate clearly how tenant views have contributed to service improvements.

Tenant engagement policy

The policy is currently progressing through our governance approval process and will be published once formally adopted.

Additional support

Other helpful sites

News and updates

Current tenant newsletters, service updates and consultation information.

Link

Contact information

General enquiries: info@muircroft.co.uk

Telephone: 023 8084 9481

If any of our tenants needs reasonable adjustments, communication support or information in another format, we will work with them to understand what is needed and provide appropriate support wherever reasonably possible.

If you need any further information, email governance@muircroft.co.uk and tell us what information you need.

Need help finding information?

Email governance@muircroft.co.uk and tell us what information you need. If you need information in large print, audio, Braille, Easy Read, a different language or another accessible format, please let us know.

Email governance@muircroft.co.uk
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