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HRE Resident Inspection - communications to residents

HRE – Hyde’s resident-led inspection committee – completed their inspection into Hyde’s Resident Communications in December 2018. Read their summary report (PDF, 166KB).

HRE investigated:

  • how easy it is to communicate with Hyde via the different methods.
  • how effective Hyde are at communicating important messages.
  • how residents feel about the tone and language of Hyde’s communications.

HRE agreed the following main actions for Hyde to improve the approach to communications:

  • Hyde will test a new approach to consulting, planning and delivering service change communications.
  • Hyde will test a new bi-annual newsletter to residents who have chosen email to be their preferred communication method.
  • Teams working on digital channels will be given guidance by the Communications team to respond more quickly and meaningfully to queries.
  • Guidance will be developed for staff around the right tone for different communications and what content should be included. New communications will be checked by involved residents.
  • Work will also be done with contractors to make their communication processes more efficient and customer focused.
  • A wholesale review will be carried out to improve how effectively Hyde and our contractors deal with resident enquiries to make services more customer focused.

HRE used the following activities to test the service:

  Hyde will test a new approach to consulting, planning and delivering service change communications
  Hyde will test a new bi-annual newsletter to residents who have chosen email to be their preferred communication method
  Teams working on digital channels will be given guidance by the Communications team to respond more quickly and meaningfully to queries
  Guidance will be developed for staff around the right tone for different communications and what content should be included. New communications will be checked by involved residents
  Work will also be done with contractors to make their communication processes more efficient and customer focused
  A wholesale review will be carried out to improve how effectively Hyde and our contractors deal with resident enquiries to make services more customer focused
 

We will explore ways to provide updates to residents about services, contractor performance and estate inspections, including refunds or other actions for service failure.

HRE used the following activities to test the service:


Online and postal surveys

Mystery shopping

Focus groups

Meetings with staff

Review of letters, communication plans and other documents
For more information about HRE’s resident-led inspections, contact the Resident Engagement team at residentengagement@hyde-housing.co.uk.