Standards for Information Clause Samples
Standards for Information. In order to promote clear and effective communication, information about tenant involvement will:- • Be open, honest and truthful, with nothing hidden. • Be jargon free, in plain English and as basic as possible. • Contain as few acronyms as possible – if they have to be used, a full explanation must be given. • Be short and brief. • Contain no complicated statistics. • Be available in alternative formats on request, such as different languages, on tape, in Braille, in large print etc. Alternative formats should be provided within 10 working days of the request. • Be up to date (especially if on public notice boards). • Avoid racist, sexist, discriminatory or biased language. • State who it is relevant to. • Give contact information, e.g. telephone numbers and e-mail addresses. Information should be provided on:- • Involvement activities and support available. • The core standards for involvement in the housing service as outlined in Chapter 1. • The Tenants and Leaseholders Compact – full versions of the compact will be provided to those who request them, and summaries will be available to all tenants and service charge paying leaseholders. • Changes in council policy that affect tenants. • Changes in government policy that affect tenants. Information will normally be provided in the Tenants and Leaseholders Newsletter but occasionally leaflets and flyers may be produced. Housing Sounding Board may be contacted by e-mail or telephone to give information or ask their views. Information about tenant involvement will be available on the Council’s website, as well as the Tenants & Leaseholders Panel website, including minutes of meetings as well as this compact and the associated summary. The newsletter is published quarterly, and chairs of tenant and leaseholder groups will be asked to contribute information from their groups. The News Group will ensure that information in the newsletter is appropriate and clear. Who is responsible:- Chairs of Groups WORKING TOGETHER FOR ALL TENANTS
Standards for Information. We will make sure that we give our customers good quality, easy to understand information. The information will take many forms such as newsletters, web pages, personal discussion and explanation. The standards are explained in more detail below. Our standards for information on involvement will be adopted by all individuals or groups producing information for our customers. These include the tenant participation team, front line staff, other sections of the Housing Service and those tenant groups which have an active role in providing information to, and from, tenants.
4.2.1. Our standards in detail Accessibility - information should be openly available and actively promoted to all our audiences. Print size and clarity - All document text will be laid out no smaller than a 12 point type, the ideal is 14 point (the point size in which this document is set). Documents will be available in alternative formats on request where practical - formats such as large print, Braille, audio cassette, computer disk, electronic files, or translated into other languages. Expressed clearly - information will be written in plain English, avoiding jargon, racist, sexist or other inappropriate language. Appropriateness - information will be accurate, timely and tailored to our customers’ needs.
4.2.2. Examples of the type of information provided to tenants
4.2.3. Standards for dealing with enquiries
4.2.4. Standards for providing information to active tenants