Tenant Involvement and Empowerment standard

The tenant involvement and empowerment standard requires registered providers to provide specified outcomes in relation to:

  • customer service, choice and complaints
  • involvement and empowerment
  • understanding and responding to the diverse needs of tenants.

These state that tenants are to be provided with information and choices to enable them to have a say and influence services from strategic to operational issues which will include making decisions as to how services are provided and agreeing service standards and the local offers for service delivery.

Service providers must treat all tenants with respect and fairness and must demonstarate they understand the different needs of their tenants including in relation to the equality strands and tenants with additional support needs.

Their approach to complaints must be clear, simple and accessible to ensure complaints are resolved promptly,politely and fairly.

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