Resident Involvement Panel Away Day | News

In June, o ur Resident Voice Panel held their annual away day. The day was a great chance to come together in person for debate and discussion, and to welcome our two new panel members,  Paulina Pawlak and Trevor Hawitt.

We began the away day with a tour of our Regenda and Redwing properties across Liverpool and Wirral, including a stop at our Grove Street development in Liverpool .   

Following the tour, the panel member s reassembled for an afternoon panel meeting. The meeting agenda included a wide range of topics, meaning we could dig into residents’ views on multiple areas of our services.  

First , we took part in a workshop around our repairs service. The workshop was led by Cate Manning, Assistant Director of Business Transformation, and the feedback will feed directly into our repairs review project.  

Panel members shared their thoughts on what is most important in the repairs service, their minimum expectations, and how they expect to be treated by staff and operatives. As a direct result of this session, we have scheduled a further focus group for later in the summer, specifically addressing staff behaviour and cultures.  

The insight from panel members was invaluable in helping us reflect on what makes an excellent repairs and maintenance service and where we need to improve.  

Next, the Resident Voice Panel reviewed the ir ‘Metrics that matter ’ - a set of performance indicators previously identified by the panel as areas that are important. We use these ‘Metrics that matter’ in addition to our tenant satisfaction measures and management information measures.  

The day continued with a reflection and planning session, where panel members provided feedback on various topics, including:  

• Reflecting on their individual time as a panel member  

• What we could do better as a panel  

• Priorities for improvement    

• How we can make meetings more effective    

The panel enjoyed a demonstration of the upgraded My Regenda Homes portal, where residents can manage their account, pay rent and raise a repair.  

The meeting concluded with a review of our performance in relation to the Tenant Satisfaction Measures, and a discussion about our complaints performance.  

Alice Jones, Customer Experience and Insight Officer at The Regenda Group, said: “The away day was a great chance for us to meet our panel members in person. It was a jam-packed and productive day where the panel shared their thoughts on what is most important to residents when it comes to our performance. This feedback will feed directly into our improvement plans.”  

Do you want to have your say about our services and performance improvement ?  

Find out more about our Resident Involvement opportunities: Get Involved Regenda Homes | Regenda Homes