It’s how we listen to and work with residents to provide opportunities to improve and co-produce our services. You can get involved through feedback, scrutiny and partnership working.
You’re the expert…
We believe that your input should be a central part of how we manage homes and tenancies. We’re going to be writing our involvement strategy later this year and we want your ideas.
We want to provide opportunities at every level for you to work with our teams to design and deliver services. From filling in the occasional survey to sitting on our governing board – there’s room for you to tell us what you think.
Meet your new Customer Involvement Team
Kerry is a Customer Involvement Manager and has been working in housing for nearly 30 years. Outside of work Kerry enjoys baking.
Paulina Cumbicus is a Customer Involvement Officer for London and the north area. Paulina is a huge football fan and could never give up playing it.
Steven Martin is a Customer Involvement Officer for Sussex, Surrey, Kent and Essex. Steven is a keen amateur dramatic actor and enjoys dabbling in playwriting.
Johanna Winch is a Customer Involvement Officer for Isle of Wight, Hampshire, Berkshire and Wiltshire. Johanna is a Rainbow Leader for Girlguiding UK.
What we’ve been up to
During a number of consultation events in June and July this year, we spoke to over 600 residents to find out what’s important to them and how they would like to get involved with the Group.
Based on their feedback we’ve developed a structure that will enable all residents to become involved in a way that suits them. We’ve been recruiting to the new Customer Scrutiny and Resident Steering Panels and they will be in place, completing their inductions during January 2020.
These panels speak directly to our board – they will be a key part of how we improve as a business over the coming years. Although only a small number of residents are on the panels, we want every resident to have an opportunity to feed into scrutiny projects and services across the Group.
Southern Housing works hard to make sure that our services meet your needs. We need your feedback to do this. We have an opportunity to involve our residents in ensuring documentation sent out by Southern Housing is in a format which is understandable for the residents who will be receiving it. Our aim is to improve the service residents receive and to ensure that our policies, procedures and strategies are clear and understandable.
We will be publicising on this webpage what policies, procedures and strategies are about to be reviewed. If you would be interested in reviewing any of the following policies please email us on firstname.lastname@example.org stating what policy you are interested in (it can be more than one) your name, address and your preferred contact details.
Policies to be reviewed:
Domestic Abuse Policy
Tenancy Change Policy
Latest Update April 2020
During this time of difficulty, we are prioritising talking to residents about what is really important to them.
We are checking in with our involved residents to make sure we understand what they want and need from us. We would like to be able offer opportunities to get involved in projects that can continue during this time. We are looking for new ways to approach projects and keep residents motivated and involved.
We are also using this opportunity to double check that the involvement we offer now and in the future is right for residents and customers and that we are engaging with them in the way that is most suitable for them.
During our calls we will be checking contact details to ensure we have up to date information on Customer Dynamics to enable SHG to update residents on key messages from the organisation during this situation.
New opportunity to get involved!
We have recently been in meetings with other staff to review our current Anti-Social Behaviour service offer.
We will provide further updates so watch this space!
We are currently exploring the role of Estate Inspectors and Estate Inspections.
We will be working with a Working Party of residents and team members from different departments within Southern Housing Group in order to develop the role of Estate Inspectors. We are contacting every resident that has previously mentioned their interest in Estate Inspections or the role of Estate Inspectors.
If you would also like to give your feedback, you either use the link here or contact us via Resident.Involvement2@shgroup.org.uk and Steven Martin will arrange to contact you to gain your feedback over the telephone.
Involved Residents, we would like to hear from you about your 3 current key priorities
Southern Housing Group want to continue to work with you during this difficult time. We would like to understand what your priorities are at this time so that we can try to respond to these.
If you would like to let our CEO Alan Townsend know what your 3 top priorities are at this time please complete this survey by Friday 3 April 2020
Due to the current advice from Government regarding non-essential gatherings and travel, we have changed our approach and aim to gather your comments and opinions online and by telephone by way of survey questions.
Depending on the projects you have advised us that you are interested in, we will contact residents initially by Email, Text or phone calls. If your preference is still face to face focus or task and finish groups, we will make a note of your preference and come back to you when we are able to start arranging these.