We really want to involve tenants in a more meaningful way in how decisions are made at Cairn. Traditionally this has always been about bringing tenants together in a room but with our homes being spread all across Scotland, and all the other pressures on people’s time, we struggle to get people to come along. We want to shake up how we do things and try something new, so we’ve drafted a new Customer Involvement Strategy for how we see this working over the next three years.
We recently sent this draft strategy out for consultation and here are the results…
| Completing surveys or questionnaires (online) | 43 |
| Feedback about our publications | 23 |
| Estate walkabouts with staff to find improvements | 19 |
| Completing surveys or questionnaires (by post) | 17 |
| I don’t want to participate | 13 |
| Focus groups or meetings in person | 11 |
| Long term scrutiny projects (lasting many months) | 11 |
| Focus groups or meetings by video conference | 10 |
| Scrutiny projects lasting one or two full days (in person) | 9 |
| Scrutiny projects lasting one or two full days (online) | 7 |
| Total | 163 |
Are you more or less likely to participate online or face to face?
| I’d prefer to get involved online | 32 |
| I’d prefer face to face meetings | 8 |
| I have no preference | 16 |
“I think that more use of emails where possible would save Cairn a lot of expenditure. So an email instead of a letter would be fine.”
“It is good that Cairn are showing that they care what tenants say.”
“I’d like to hear more about what is going on in Caithness; we seem to be forgotten about when it comes to publications.”
“I would like more meaningful consultation.”
Thanks to everyone who took the time to respond. We will take this feedback into account when we are planning ways to involve you in decision making and consultations.
At the time of writing we’re updating the strategy to reflect your feedback. We’ll have more information on this consultation shortly, and the final strategy will be posted once its been approved by our Board.
