Resident engagement focused on supporting the delivery of our business objectives in 2015/16, including:
Influencing decisions about services and strategies affecting all residents, through formal resident committees, consultation and resident experts
- Hydewide Residents Voice (HRV) held five meetings and had key discussions with our CEO, Board members, Group Directors and Service Leads on our future direction and merger plans
- Residents took part in seven group-wide consultations about service changes and the review of ASB services, Home ownership, Estate and Tenancy services, the proposed merger and website development
- Procurement panel members took part in the procurement of white goods and furniture and Estate Services; residents were also involved in the recruitment of 45 frontline staff.
Scrutiny and recommendations for service improvements through resident-led inspection and task and finish groups
- Three resident-led inspections examined Complaints and compliance; Repairs and lettings and Reporting repairs
- As a result, 16 recommendations for improvement were made. Of these, five were deemed to be high priority and where monitored by the Group Housing Services Board.
Support for consultation and communication about stock swaps, acquisition and mergers
- A total of 51,000 residents were consulted on two stock swaps, one acquisition and the proposed merger
- Resident satisfaction with stock swap communications was 81%.
Other key activities
- Continued development of our resident engagement hub The OAK, which won the TPAS Southern Area Award for digital excellence and was a shortlisted finalist for UKHA Awards and CIH South Area Awards
- Introduction of a policy to ensure consistency and fairness in providing support for tenants and residents’ associations.