Resident involvement

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The customer influence and assurance panel (CIAP) is a group of residents who work closely with housing managers to provide feedback, influence decision-making, and ensure that housing services are shaped by those who use them. This panel is recruited by an application and interview process every two years.

The customer link group helps shape and improve housing services by acting as a bridge between the wider resident community and the CIAP.

Estate walkabouts

Join your local housing team on estate walkabouts and work with us to improve services where you live. A great way to flag any issues affecting communal areas such as green spaces, security, rubbish, fly-tipping and repairs.

Local engagement

Involvement at a local level to help improve your neighbourhood. This can include drop-in sessions, pop-up days, block meetings and residents associations. A great way to get people talking about issues which are important to them. If you’ve got an idea for an event, we can help promote it or suggest a venue.

Mystery shopping

‘Test’ our services and tell us what we did well and how we could make improvements. Full training is provided. Find out more.

Neighbourhood voice

Complete a quick monthly inspection of your block and surrounding area to give us feedback about housing services such as caretaking and grounds maintenance. Find out more.

Performance monitoring and service improvement

A monitoring role looking at how our housing services are performing and work with officers to suggest improvements. 

Readers' panel

Join the readers' panel to review and improve policies, documents, and communications, ensuring they are clear, fair, and resident-focused.

Service improvement meetings

These could be one-off focus groups or a task and finish group looking at a specific issue, involving residents who have had recent, first-hand experience of the service.

Surveys

From time to time we might ask you to complete a quick survey online by text or by telephone to give us feedback on specific services.