Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
Introduction
At AmicusHorizon we know how critical resident governance and involvement
is. It’s helped us transform from a housing association placed into regulatory
supervision in 2007 to one which now boasts sector-leading performance.
Residents have helped shape our strategy. They’ve shared their insights to
improve customer service. They’ve keenly scrutinised our performance. And
they’ve helped us cut costs by directing resources to where they matter
most. We’re convinced involving residents makes brilliant business sense.
Success, Satisfaction & Scrutiny
Success, Satisfaction & Scrutiny, the report we launched in March
2015, provides evidence to support our convictions. Commissioned
by the Department for Communities and Local Government (DCLG)
and written by the University of Westminster, it offers a compelling
case for providers to involve their residents more meaningfully.
Its first finding is arguably the most compelling; the financial benefits
of involving residents far outweigh the costs. Looking at just two case
studies, the researchers identified annual efficiency savings of around
£2.7 million. They stem in large part from residents’ contributions and are
significantly higher than the sums we spend annually on involvement.
The researchers also uncovered a link between resident satisfaction and
the opportunities we provide. Examining six years of survey data they
identified a strong and intensifying relationship between residents’ overall
satisfaction and feelings their views are listened to and acted upon.
The message is clear; involve your residents in your business
and you’ll increase satisfaction AND drive down costs.
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