Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
Appendix Two
Our informal opportunities for involvement
For ums / Working Parties / Panels
Task Groups
The task groups below are reviewed annually by our Residents’ Council to meet scrutiny needs.
Group
Responsibilities
Tenancy
Works to ensure compliance with the
HCA’s Tenancy Standard
Diversity
Works to ensure we’re an inclusive employer.
Complements the work of our Diversity Engagement
Group, which comprises both residents and staff
Resident Involvement
& Governance
Works to ensure compliance with the HCA’s
Tenant Involvement and Empowerment and
Governance and Financial Viability Standards
Neighbourhood &
Communities
Works to ensure compliance with the HCA’s
Neighbourhood and Community Standard
Customer Service
& Complaints
Helps shape the customer experience (e.g. through setting
service standards) and ensures our approach to complaint
handling is solution-focused, transparent and empathetic
Value for Money
Works to ensure compliance with the
HCA’s Value for Money Standard
Communications
Ensures communications including newsletters
address resident priorities and are accessible to all
Policy
Ensures policies are customer-focused
Home Ownership &
Service Charges
Highlights the concerns of leaseholders and shared owners
Residents’ Design
Quality Forum
Ensures resident priorities are addressed
in the design of new homes
Homeowners for