This information tells you about how you can find out more from Helena Housing about the decisions we make that affect you.
- We aim to be open and accountable in the way we deal with our tenants. We will provide you with the information you need to understand how Helena Housing is organised, how it provides services, how well it is performing and how you can get in touch with us. We will listen to your views and take on board any feedback about how we can improve what we do.
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- We will publish information regularly about our policies, our priorities and our performance .
- We will provide information direct to our tenants through our regular newsletter, Helena Headlines , and an annual performance report which tells you about how we provide services and how well we are doing.
- We will keep our website updated so you can read our latest news and details of our services. As well as all of the information that we provide in our printed leaflets and newsletters, it contains the latest news about the company, information about Helena’s history, how the company is managed and current job vacancies.
- We will make available, on request, background information about the company such as how we are governed and how we make decisions.
- We will publish information about who is on our Management Board, how they are recruited and their individual skills and experience. Each year we will review our board of managers so that we can make sure they are equipped to lead and manage the company.
- We will let you know about changes that affect you through our newsletter Helena Headlines or in a letter direct to your home.
- We will listen to any requests for information and respond to these wherever practical.
- We will set standards for the way we provide information to make sure that it is clear, up to date and accurate and that it is in the right format for you.
- We will respond to requests for information in other languages or formats such as large print or audio tape.
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- We will work in partnership with tenants and residents and provide as many opportunities as possible for you to have your say.
- We will consult our tenants about policies that affect them.
- We will regularly review the way we do things to make sure that they reflect good practice and the needs of our tenants.
- We will listen to feedback from our customers whether through surveys, comments cards or complaints. We will take on board your comments, compliments and complaints so that we can improve what we do in the future.
- We will work with the Housing Ombudsman to resolve any complaints made to him about the Company.
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- We will treat any information we hold about you with sensitivity and confidentiality.
- We will only hold information about you that is relevant to our work.
- We will work to make sure that the information we hold about you is accurate.
- We will not share information we hold about you with others unless you tell us that we can, and then only if we think it will help you get the services you need, for example if the information will support your claim for benefit.
- We may on occasion be required by law to share information about you, for example if required to do so by the Police to help prevent or detect a crime.
- When handling information we hold about you, we will work within the requirements of the Data Protection Act.
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Here is a list of our leaflets, which are available from any of our local neighbourhood offices or our Head Office. If you would like us to send you a copy of any of our information leaflets call us on 01744 675708.
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We want to make sure that all customers can get the information and services they need.
- We can produce our leaflets in a variety of other formats including audio tape, large print and other languages.
We can take calls to Repairs Direct through the RNID’s Typetalk service which allows deaf, hard of hearing and speech impaired people to communicate by telephone.
By dialling 18002 in front of the number you wish to call, you will be connected to a Typetalk operator who will read your text and type their reply back to you and so on.
- The service is simple to use, available 24 hours a day, 365 days a year and there is no charge. In fact you will receive up to 60% of the cost of the call back for using the service.
If you would like a copy of any of our leaflets in an alternative format, go into any of our local neighbourhood offices or call us on 01744 675708.
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If you want more information about Helena Housing, contact your local neighbourhood office or contact:
- Colin Ward
Head of Customer Services
Helena Housing
Alexandra Park
Prescot Road
St Helens
WA10 3TT
- Tel: 01744 675555
- Email: colin.ward@helenahousing.co.uk
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