The document provides recommendations for an annual report from a Tenant Services Authority (TSA). It lists the top 10 drivers that are most important for recipients of the annual report. The recommendations focus on making the report unique and an expression of the partnership with tenants; empowering tenants and demonstrating their strategic influence; using good presentation and being honest about performance and improvements; demonstrating accountability and understanding local needs; and ensuring easy access to and delivery of the report.

1. ideas
creativity and brand inspiration
A review of the
TSA’s Annual Report Recommendations 2011

2. As we see it?
The top 10 most important drivers for recipients
of your Annual Report.

3. Keep your eye on the ball
Produce your report for your tenants and no other audience
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4. Make your mark
• Your annual report should be unique
• An ‘expression’ of the partnership between you and your tenants
• Help your tenants fulfil their vital role of scrutinising the quality of
your service
• Find new ways to work together to improve your effectiveness
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5. Let go, just enough
• Tenant involvement is vital
• Tenants should be “in control” of the content of the report
• Empower with a culture open to new ideas
• Demonstrate the ways your tenants strategically influence
• Value the reports importance by involving staff and tenants at all levels
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6. Keep it real
• Make your information accessible
• Good content and good presentation
• Use interesting, engaging graphics
• Provide glossaries or jargon buster boxes
• Refer to the standards
• Feedback forms should be comprehensive and useful
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7. Be humble, be honest
• When it comes to performance, honesty is the best policy
• Acknowledge “what you don’t do well”
• If you have no shortcomings what is there to improve
• Explain how you’re going to improve
• Comparisons: give context, to judge effectiveness
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8. Work the numbers
• Demonstrate working with tenants to improve the Value for Money
• How do you define Value for Money - cutting costs v greater
efficiency or effectiveness
• Show Value for Money across each of the other service standards
• Use good tenant orientated explanations of Value for Money
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9. Across the Board
• Mention diversity
• Consider other factors
• Make a clear statement of your commitment to equality and diversity issues
• Refer to diversity groups involving tenants
• Reflect diversity without resorting to ‘tokenism’
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10. Be accountable
• Provide good and clear explanations of governance and viability
• Include information from your accounts and explain them as well
• Show how tenant bodies fit into your governance
• Indicate board member expenses & remuneration expenditure
• You could even compare information on senior staff salaries
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11. Right up your street
• Show you understand the principles behind local offers
• Demonstrate you’re accountable locally at a level
appropriate for tenants
• Multidimensional means of ensuring different
approaches for different needs
• A geographic “local offer” allowing tenants to shape
their services to their preferences
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12. It’s all about the delivery
• Produce a summary version and circulate this to ALL tenants
• Put both on your website where people can easily find them!
• Provide clear identification of how tenants could get copies of full reports,
translations and in alternative formats
• “Colour test” reports for tenants with visual impairments
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13. So, if your drivers are
great ideas, creativity
and brand inspiration

14. You can count on us.
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