Service User Participation

Apex will involve service users in the following way:

• Involvement in the day-to-day running of the service and its activities.
• Contribution to the development and review of policies and procedures in the service.
• Key decisions and proposed major changes to the delivery of the service that may affect a substantial proportion of service users.
• The broad aims and objectives of the service, particularly if under review.

Service users can be involved in a variety of ways including:

• Tenant meetings.
• One off meetings.
• Joint staff and service user meetings.
• Involvement in occupant selection/recruitment.
• Involvement in staff recruitment.
• Apex’s complaints procedure.
• Any changes in housing management services.
• Proposed major changes in the maintenance policy that may affect a substantial proportion of service users.
• Where there are proposals to make alterations to the dwellings or property.
• Where there are proposals for major repairs.
• When there is a proposal to transfer the property to another registered social landlord, landlord or managing agent.

In all cases service users should be involved before decisions are made, and feedback should be given to service users on decisions taken. This may involve providing information on why particular views expressed by service users has not been acted on.