Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
Other involvement options:
zz Mystery shopping: residents can volunteer
to test compliance with our customer service
standards
zz Green ambassadors: residents can
become local advocates for reducing
environmental impact
zz Estate inspections: residents can join their
housing officers, estate services teams and
others in the local community to identify how
their neighbourhood can be improved
zz Resident monitors: following training,
residents can volunteer to post-inspect
repairs and home improvements in
conjunction with a Technical Inspector. Their
role in reality-checking customer service was
recognised at the 2015 Customer Scrutiny
Inspection Awards.
zz Membership of asounding board:
residents can become part of a 1,000+
strong ‘Your View’ panel to which we send
draft polices and strategies for comment
zz S
ingle Action Groups: residents can take
advantage of our community grants scheme
to set up their own ‘Single Action Group’.
These are groups founded to resolve a
specific issue and are typically disbanded
once they’ve done so. Such groups can be
an effective form of engagement for residents
wanting to get something changed / fixed,
but not wanting to commit to more regular
involvement
zz Resident Associations: we support
residents to form their own associations.
Some are borne out of Single Action Groups
as residents see the potential for shaping
services
zz Surveys: residents can take part in short adhoc surveys about new services or policies at
community events, on their doorstep or over
the phone. We also conduct over 10,000
general satisfaction and transactional (e.g.
to review a recent repair) telephone surveys
annually
zz Comment cards: residents can leave
feedback online or fill in a comment card
available at our local offices or on request
through the post.
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