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Resident engagement
 

Our resident engagement groups

Resident engagement pyramid
We’re committed to working collaboratively with residents, providing good quality services and great customer experiences and supporting strong and resilient communities.

The three elements of our resident engagement structure are a key part of the way we operate, working closely with the Board to help us strengthen our communities, modernise our services and recommend ways we can keep reshaping in the future.


This group is made up of eleven residents who are volunteers and meet around six times a year to help influence our strategy, policies and service standards, as well as monitor the quality and performance of our services.


The Partnership works with the Board to:

  • Contribute to the development of our strategy and direction.

  • Contribute to the development of resident-facing policies and initiatives, offering a resident perspective and making recommendations to the Board.

  • Recommend the performance indicators and targets for key landlord services.

  • Identify trends in performance, tracking issues and monitoring improvement plans.

  • Agree service standards and monitor service delivery taking into account resident feedback.

  • Request a scrutiny review where performance or feedback suggests further investigation. Review and support the delivery of agreed actions.

  • Identify and review key risks for regulation, residents and to the sustaining of tenancies.

  • Develop and sponsor an ongoing training and capacity building programme, within agreed budgets, for residents who wish to engage with us.

  • Sponsor an annual event for all of our engaged residents.

  • Promote, collaborate and communicate the work of the Partnership to the wider resident group through a range of communication channels.

Our Resident and Board Partnership members

  • Chair - Joyce Ward

  • Andrew Adams
  • Andrew Bishop
  • Andy Johnson
  • Dave Munnik
  • Francesca Best
  • Ian Capon
  • Jenny Mennella (Vice-Chair)

  • Judith Colby

  • Patricia Heslop

  • Rez Aminnia

  • Simon Benjamin

  • Attendee - Gordon Holdcroft (Vice Chair of the Board)

The main role for this group is to embed and make scrutiny a valued tool for monitoring, managing and developing our services.

The eight resident volunteers will meet around six times a year to plan a rolling programme to scrutinise our services, then look at what the results show.


The main objectives of the group are to:

  • Work to support our vision and values.

  • Develop and establish a framework for our resident scrutiny.

  • Develop the role of scrutineers, including recruitment, training/personal development, support packages and succession.

  • Agree an 18-month scheduled rolling scrutiny programme that makes linkages across services.

  • Manage the scrutiny budget agreed with the Board and agree the budget/resource for each agreed scrutiny.

  • Agree the criteria and scope of each scrutiny, including who’s involved, making sure there’s consistency and appreciating that differing approaches may be necessary to meet local circumstances.

  • Analyse findings and recommendations from each scrutiny.

  • Ensure follow-through of recommendations from all scrutinies and exercise re-call where recommendations may not be being delivered or fully implemented.

  • Regularly report progress and outcomes from the programme to the Board and the Partnership.

  • Look at other businesses to identify good practice in scrutiny reviews.

  • Regularly communicate to the wider resident group the outcomes and impact of scrutiny through a range of communication channels.

Our Scrutiny Coordination Group members

  • Danny Lynch
  • Denise Cox
  • Geoff Watkins
  • Katarzyna Vandermesh
  • Pat Colmer
  • Paula Grebot

  • Sandra Halifax

  • Attendee - Jennifer Dykes (Resident Board member)

Our Sovereign Communities groups provide a structured place for local conversations and feedback.

Residents get involved with larger community and estate projects in their area, help develop local skills and provide us with feedback and scrutiny to support the business-wide Scrutiny Coordination Group.

Our first Communities groups are being set up at the moment so please check back in June for more information.