Page 13 - The Land Trust | Stakeholder Engagement

The Land Trust Working together to change lives for the better

Who we work with: giving them an approximate estimate of what the gather opinions and understand resident priorities. Examples of this include having a member of
Service Charge customers first year’s costs will be, and providing contact At this early stage we like to raise the prospect of the Resident Working Group on the tender and
details and access to a private Facebook page. It’s establishing a Resident Working Group. interview panel when interviewing new contractors.
At all Land Trust sites we pride ourselves on building very important to us that our first correspondence
positive relationships with our service charge with our new customers does not include an invoice Once the Land Trust is established on site we Alongside residents these meetings will also often
customers and we begin engaging with them at the or request for payment. commit ourselves to an annual meeting for include representation from the Local Authority and
earliest possible stage. Taking this approach allows residents to attend. We also regularly survey our Parish Council.
us to educate them about our work and philosophy On taking over responsibility for the site, we then customers to understand if there are any areas of
and gives them an early opportunity to raise any send our customers a bespoke Welcome Pack, our service requiring improvement. Stage Four - Evaluation and improvement
concerns or ask any questions they may have. which contains more detail about the Land Trust, a At the Land Trust we are always looking to improve
copy of their first invoice and details on the various Stage three – Residents Working Group the service we offer to the residents.
We use a phased approach of communication as we payment options available. We also include a Our Residents Working Group is the key to good
take on our service charge sites. Homeowners should map, which shows customers the land we will be communication and accountability and they help We carry out an annual survey of all our service
be aware of the Land Trust service charge through managing on their behalf. us to achieve the best outcome for the open charge customers, gathering their views on our
their purchase information but we know this isn’t spaces around their new homes. Our staff are stewardship and identifying any potential areas
always the case which is why we take the following Stage two – Meet the new customers highly motivated by this active engagement and for improvement.
steps to introduce ourselves to our customers. The next stage is to begin engaging with our the shared pride it engenders.
customers face to face. This normally incorporates We report the results to our customers and highlight
Stage one – Introduction & Welcome Pack a meeting led by a member of the Trust’s estate We also liaise with residents to ensure that their if there are any changes to be made as a result of
The first stage is to write to our new customers, management team where the residents can come views are incorporated at key milestones. For their feedback.
introducing them to the Land Trust, explaining the and meet with us in person for the first time. We use example, when a new landscape management
service charge and our management approach, these meetings to talk about our plans for the site, plan is set up, or when a new contract is tendered.

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