Port of Leith Housing Association (PoLHA) is celebrating after becoming the first community-based housing associaiton in Edinburgh to achieve TPAS accreditation – marking it as one of the most innovative and tenant focused organisations in the country.
TPAS Accreditation is awarded by the Tenant Participation Advisory Service (TPAS) to social landlords that go the extra mile to involve their customers in the shaping of services, and TPAS were particularly impressed by what they saw at Port of Leith. TPAS was also impressed at the range of PoLHA’s traditional engagement techniques, including the recent successful welfare reform information day, quarterly Port Call newsletter and registered tenant organisation consultation.
Lesley Baird, Chief Executive of TPAS Scotland, explained that PoLHA has fostered a real partnership with its customers. Lesley said: “We’ve been impressed by the way Port of Leith works together with its customers to set standards and scrutinise services. Their hard work has established a framework for involving tenants in self-assessment and measuring performance that others in the sector can learn from.”
PoLHA provides affordable rented housing throughout Leith and north of the city. It has created a range of opportunities for tenants and residents to get involved and influence the way services are provided. These range from community events to formal processes for tenants to influence decisions about housing services and investment, either as individuals or in formal groups.
Following a thorough consultation process, PoLHA has developed a Customer Charter to enhance assessment and scrutiny of services. The charter reflects the standards of the Scottish Social Housing Charter, whilst also factoring in important local priorities. It also sets service standards, outlines activities to achieve them and explains how performance will be measured. To ensure tenants are involved in the process, PoLHA also carries out mystery shopping in order to test services and facilitated a range of customer service reviews.
PoLHA Chief Executive Keith Anderson said: “Port of Leith Housing Association is committed to serving its tenants and we are delighted to receive this honour. To be the first community – based housing association in Edinburgh to be recognised for its achievements is testament to the hard work and efforts put in by our staff working in partnership with our tenants.”
Pictured (Left -Right): PoLHA Chairman Jack Hunter, TPAS Scotland Chief Executive Lesley Baird and Keith Anderson, PoLHA Chief Executive
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