Our Resident Involvement Offer
Offering you a broad, accessible and flexible involvement menu
Introducing our offer to you
This offer summary outlines our commitment to you in respect of resident involvement, how you can get involved in the Group’s work and the service and support you can expect.
Our Resident Involvement Offer Goals
Through all our resident involvement work we aim to:
- Understand residents' needs and ensure our residents shape the continuous improvement of our products and services in meeting those needs.
- Provide an accountable service to residents.
- Improve resident satisfaction as a result of resident involvement work.
Ensure resident involvement is focused on delivering value for money.
In delivering these agreed goals we will seek to:
- Be open about our work and ask for your opinions, using a wide range of methods.
- Show you how your views have improved our services, and
- Encourage both tenants and leaseholders to become members of representative forums and groups.
What we will deliver – Our offer to you
To deliver our agreed goals we will offer you:
- A broad, flexible and accessible menu of resident involvement opportunities, providing residents with a variety of paths into our work and allowing customers from diverse backgrounds, with different involvement requirements, ways to influence and shape their services. You can see our menu on the 'Get Involved' pages.
- Opportunities to shape and scrutinise service offer development at the local, regional and Group level and across specific services.
Training and support to enable you to work with us effectively
- Opportunities to review the impact of our involvement work on the business and on the satisfaction levels of our customers.
Scrutiny and review of our offer
To ensure that residents are able to effectively scrutinize our resident involvement offer;
- We will establish a resident involvement plan that will be used to monitor the delivery of our offer.
- We will work with residents through our Resident Involvement Panel and through our Resident Service Panels to assess the effectiveness of the offer and how it is being delivered.
- Where performance of the service in meeting the offer falls short of any standards we have set, members of our Resident Involvement Panel and our Residents Service Panels will have the opportunity to request the development of an action plan to address the issue.
- We will review our offer to you annually ensuring our offer and menu remains broad accessible and flexible.
Consultation and involvement on the offer
Residents are involved in monitoring and shaping this offer.
The Group’s Resident Involvement Customer Panel has been responsible for considering and shaping the offer. We welcome wider feedback on the terms and the delivery of our offer.
Use this link to view the full Resident Involvement Offer.
Further information about our Offer
If you have any questions about this offer or our involvement work in general please contact the Resident Initiatives Team on 0300 303 1771 for mainland residents or 0300 303 1772 for Isle of Wight residents or by email at
resident.involvement@shgroup.org.uk
This offer is a guideline only and do not affect or change our legal obligations to you as our resident, or your legal obligations to us as your landlord.