Residents’ Complaints Panel - Stage 3 (Independent Review)
As part of our complaints process, if a resident is unhappy with the outcome of their complaint at stages 1 and 2 they are offered an independent, stage 3, review. A Complaint Review Panel is set up, consisting of a director and one or more residents.
The purpose of the panel is to review whether the decisions made were appropriate to the complaint case and that we managed the complaint in line with existing guidance and policies. Members of the panel review the documents relating to the case and at the panel meeting ask questions of both the resident (who made the complaint) and the staff and contractors who have been involved. They then make a decision about the case.
Residents who sit on the panels receive training about our complaints processes and are completely independent from Hyde. Over the years they have built up a considerable experience of making decisions about complaints.
Residents involved in staff recruitment
As part of our recruitment process for jobs in Resident Services, a resident is invited to take part on the interview panel. All residents who take part in staff interviews are trained in competency based interview techniques. They are equal members of the interview panel, have an input into the questions (as well as asking them) and are involved in the scoring and discussions of who should be offered the job.
The aim is to:
- Help us to recruit employees who are committed to good customer service and resident involvement.
- Develop the partnership working between staff and residents.
- Increase transparency in our recruitment process.
- Increase opportunities to builds residents’ skills and experience.
When we buy a new service or contract a procurement process is followed. This is to make sure that the contract is awarded in a fair and transparent way and that Hyde and residents get the best possible service for the money paid. The Procurement Panel are a group of highly trained residents that support our Procurement Team through this process.
Members take part in all aspects of the process from speaking at the launch event, project group meetings and contractor open days, through to the Invitation to tender, pre-qualification questions and interview stages as well as scoring the final tender documents.
The panel’s involvement makes sure that resident expectations and views about the new service are included in the selection process and that contractors working with Hyde are aware of the importance of meeting residents’ needs.
In 2016 the panel helped procure new contracts for estate cleaning and grounds maintenance, and white goods and furniture. In 2015/16 residents have taken part in the procurement of new services for Hyde ensuring a resident perspective is taken into account and helping save Hyde £4.6 million in new contracts.