What the group do
This group represents the views of residents living in homes owned or managed by Hyde about providing a customer focused service which meets the diverse needs of residents.
The group helps to shape and influence progress in supporting customers with vulnerabilities. Their insights ensure services for individuals with additional needs are informed by real customer experiences.
What they’ve been involved in and how it’s making a difference:
Enhanced staff training: The group took part in filming for some staff training videos. The videos tell individual stories, explaining what vulnerability means for them, and the additional support that they may need. The videos highlight examples of adjustments that we've made – as an example of what staff should be looking out for and doing for our customers with vulnerabilities.
Reviewing our Reasonable Adjustment Procedure: The Vulnerability group reviewed and advised us on this document, which gives guidance to Hyde staff about how to adapt services for residents with additional needs.
Written communications: The group highlighted that sometimes residents – those with dyslexia for example - struggle to read our written communications. We have now created a “Literacy Needs” field in our systems so customers can let us know if they struggle to read, write, or understand written communication. We can then make sure we send them communications in other formats and / or give them a call to talk.
Vulnerability Dashboard: The group helped us to review performance data in this tool that tracks trends and highlights geographic needs to support more targeted services.
Vulnerability Strategy & policy: The group supported us with the development of these key documents which will provide direction and guidance in our approach to supporting vulnerable residents, including improving how we use data, customer insight, and enhancing our staff training.
National support network: They previewed the National Support Network (NSN) and shared feedback to help improve the accuracy of the search function and accessibility.
Digital tools: The group made suggestions for clearer access and language support in My Account and the Live Chat function.
Adaptations: The group raised concerns about delays in adaptation approvals and flagged that more clarity is needed around how children’s vulnerabilities are assessed.
Mobility Scooter storage: The group raised concerns about the growing need for safe and accessible places to store mobility scooters. We’ll include resident feedback as part of our upcoming review of the Mobility Scooter Policy.
ASB and mental health: The group raised concerns about the disproportionate impact of antisocial behaviour (ASB) on residents with vulnerabilities, especially when linked to mental health needs.
Vulnerability questions: The group influenced guidance to staff on what questions to ask residents, to initiate an open conversation and dialogue about potential vulnerability, so that we can accurately record this important information and adapt services accordingly.
To get involved in involvement and influence opportunities such as the Vulnerability Group join our Customer Collective to be kept in the loop with upcoming activities.