Damp & Mould: supporting the sector to support tenants
Keeping tenants safe in their homes is the core business of a social landlord and we know that landlords have been proactively reviewing their damp & mould policies and procedures and systems, reflecting on the lessons of the Rochdale tragedy. However, through our insight from tenants there are still key areas which landlords need to focus on. Two areas in particular stand out:
Reporting systems
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How easy and accessible is it for all your tenants to report concerns around damp, mould & condensation?
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Do they meet the needs of all tenants? - including those working, those with communication needs?
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Do your tenants feel supported when they report concerns?
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Do your Chatbots pick up on damp related concerns and queries?
Communications
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Do they meet the needs of all tenants?
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What is the ‘tone’ of your comms? do they infer blame?
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Do your comms help you to ‘hear the silence’?
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Have your comms been co-designed with tenants?
In response to this insight from tenants, TPAS Cymru has planned in a range of support and information sessions for landlords. Our training workshops have been reviewed and updated and we have developed a new service offer for landlords to independently review and test a landlord’s communications and reporting systems so that they work better for all tenants. See details about what we have coming up:
Damp and Mould Roundtable - Keeping tenants’ homes safe
This is a Roundtable forum for staff to enable you to network, share thoughts and ideas and approaches and practice with other delegates present.
We’ll focus on some key themes and hear from Newport City Homes about how they have been responding to damp and mould.
Who’s the session for? – this Roundtable session is for staff with responsibility for related areas such as: asset management, repairs, complaints and service improvement.
This is a Free online session exclusively for TPAS Cymru members.
Full bilingual details on our website here:
Damp & Mould Communications - Training workshop – Revised & updated!
This interactive online workshop will look at how landlord staff can best provide information and communications relating to damp, mould and condensation, exploring how to give meaningful advice which supports tenants.
We will share some ‘real-life’ examples of communications by landlords from across the UK and look at options for how staff can provide great and supportive information to tenants.
Full bilingual details on our website here:
Training workshop – Damp & Mould: Customer Service Revised & updated!
We have refreshed and updated this workshop session for staff, using insight from tenants and sector good practice.
It will provide an opportunity to reflect and assess your organisation’s approach to supporting tenants along with practical scenarios to explore approaches to respond positively, proactively and with empathy to tenants’ concerns around damp and mould.
Full bilingual details on our website here:
In-house workshops
We are currently offering the above 2 training workshops as tailored in-house workshops to support and inform your staff. The sessions can be designed to meet needs of your organisation, reflect local circumstances or to suit particular job roles.
NEW - Damp & Mould – Comms & Reporting Review
Providing services and designing communications which meet the needs of all tenants is crucial to providing a supportive and inclusive service to respond to tenant concerns around damp & mould. Has your organisation got its damp & mould services and comms right from a tenant perspective?
Ask us about our new Damp & Mould – Comms & Reporting Review service.
Please contact us for more details. [email protected]