Tenants of the Highlands biggest landlord are to play a pivotal role in shaping future services.

Albyn Housing Society is launching a new customer involvement strategy which will ensure tenants have their say when it comes to decisions about different services and policies.

Calum Macaulay, Chief Executive of Albyn Housing, said:  “This new customer involvement strategy aims to continue the good work that is already underway. Next spring tenants will receive our first ever yearly consultation calendar which will highlight when and how they can have their say about services that affect them.  For example, they can get involved in shaping how we roll-out upgrade programmes or deal with maintenance call-outs. 

He added:  “Our aim is to go above and beyond the statutory consultation requirements and ensure tenant views do actually shape the services they come into contact with on a daily basis.”

Elizabeth Bennett is a tenant who has experienced Albyn's commitment to communication first-hand.  She has been with the housing society for 17 years and lives in the Merkinch area of Inverness. 

Elizabeth said:  “I’ve found that Albyn works hard to try and communicate with all of its tenants.  They host an annual conference, send out regular newsletters and you only have to pick up the phone if you want to speak to someone directly.   I like the idea of a tenant consultation calendar.  It gives each and every tenant the option to get involved.”

The new strategy focuses on three key areas including tenant involvement, equality and diversity, and service delivery.  It highlights best practice measures already taken in response to customer feedback, such as the launch of a tenant newsletter, a new website and the adoption of the national standards for community engagement. The strategy also outlines future improvements including the launch of the Services Promises scheme.