Resident Influence and Involvement Service Standard

We’re committed to providing our tenants with great services and putting them at the heart of everything we do. This service standard outlines the ways in which we deliver on our commitment to listening to you and acting on what you tell us. It also sets out the level of service you can expect from us when we ask for your views or involve you in shaping services.

This standard was developed with residents to help make involvement clear, fair and accessible. Whenever you take part in engagement or consultation activities such as surveys, focus groups or resident meetings, you can expect us to work to these standards.

We will make it as easy as possible for you to take part and support you to get involved in a way that works for you.

We will:

• Offer flexible and inclusive ways for you to get involved, including making reasonable adjustments where needed
• Communicate clearly in plain, jargon-free language
• Be open about how resident involvement works, including giving you opportunities to see how resident groups and feedback forums operate
• Value and appreciate the time, experience and ideas you share
• Offer support, guidance or training where needed so you can take part with confidence
• Contact you in the way you prefer, where you have told us your preferred contact method and where possible.
• Make sure you are not left out of pocket by reimbursing agreed expenses.
• Acknowledge any feedback you give us through engagement or consultation activities within 10 working days and let you know what happens next.
• Keep you informed during and after the activity so you understand how your feedback is being used.
• Tell you what has changed as a result of feedback at least once a year through the Housing Services Newsletter, the Annual Impact Report and other suitable channels.