Celebrating Digital Communication
Tenant Involvement Group
Fortunately, we’ve had TIG-Web up and running for several years, so when we needed volunteers to do a bit of app testing during lockdown, we had several helpers – we’ll let you know more about that in an upcoming edition.
Our TIG-Panel have met twice during lockdown. But don’t worry – it was all through video conferencing on Teams (see the photo, showing our Housing Manager's view of the meeting from her kitchen!). It’s worked so well, we’re going to keep using it, and if the only thing that was stopping you from joining the TIG was because you didn’t want to have to come all the way into Haddington, video conferencing is now an option. If you’d like more information, you can complete the join in form in My Home, or drop an e-mail to firstname.lastname@example.org marked FAO Claire McMillan.
Shortly before the pandemic hit, we launched our E-news service. This was fortuitous, as it meant that we could quickly reach the 72% of tenants who are paper-free with updates to our services. We were also able to see that 80% of them had opened at least one e-news.
We discovered a lot about what tenants are interested in reading about too! Whilst articles about how we can help if your income has reduced during the pandemic topped the list, articles about allocations, new builds, bins and tenant participation activities also scored highly.
To be honest, we were a little surprised about the popularity of bins!
Did you know that 76% of our tenant have a My Home account? Or that 72% are paper free? Or that of the almost 50 tenants who moved into their new ELHA tenancy in 2020, all but 2 of them have a My Home account and are paper free – that’s 96%!
We are always trying to improve our services, and never has our My Home system been more important – through My Home, tenants have been able to keep track of their rent and ask for help if they were worried about a reduced income. They’ve been able to report repairs, ready for when the routine repair service was reinstated. And we’ve been able to put important notices up on the front page of everyone’s My Home page.
At the moment, our only social media presence is Facebook, but we’re exploring some other options.
During lockdown, we were posting daily on Facebook, with service updates, links to support services, news about benefit entitlement, articles about the amazing work of community resilience teams, links to education tools for children and adults, virtual tours of all the places we can’t go on holiday right now, and much more. If you're a Facebook user and aren't already following us, give our page a like!