Resident Voice Panel
The Resident Voice Panel is just one of the ways our customers can influence the way we work. Kelly Russell has been a member of the panel for 12 months, and sat down with us to explain what it’s like.
How did you hear about the Residents Voice Panel?
I saw an advert in the newsletter. I thought it sounded interesting and got in touch to find out a bit more about the level of commitment that was involved and how I could contribute.
What made you decide to join the Regenda Resident Voice Panel?
I chose to join the panel as I wanted to get involved and gain new skills. I was also interested in how Regenda operated and wanted to share my views and experiences as a tenant to help improve services.
How do you feel you’ve been able to help make a positive impact?
The panel provides feedback and input on customer information content, including the reviews of the ASB Policy and setting targets for the Tenant Satisfaction Measures. There was recently a session on damp and mould, where we were able to review how it was reported and how it could be made more straightforward. The entire process from reporting to repair was scrutinized to ensure that Regenda was responding efficiently and thoroughly. I feel our suggestions are taken on board and implemented in ways that we have been able to see make a difference to tenants.
What have you gained from being part of the panel?
I personally have gained skills and information that help me professionally. I also feel more empowered as a tenant and feel a sense of satisfaction that I can contribute towards improving the service that tenants receive.
What training have you had to help you in the role?
We have regular training available to us that educates us on the legislation, policies and standards that housing associations have to adhere to in a variety of areas. This is then linked to Regenda’s systems and policies, so that we can see what is required by law and what are the expected standards that tenants should be experiencing from Regenda. When government recommendations and legislation are introduced or changed, such as the Grenfell enquiry recommendations or the Social Housing Regulation Act, these are highlighted and explained to us to keep us up to date with current issues and how they are being addressed.
What have you enjoyed most?
We recently attended an ‘away day’ where we got to work as a team and have an in depth, interactive evaluation of the work we have done and plan how we can help even more moving forward. It was a great way to build on the relationships that we have formed within the group and reflect on the impact we have had so far.
Regenda have lots of different ways customers can influence our services. What would you say to anyone thinking about getting involved?
I have found Regenda to be really supportive in finding ways that we can be involved that fits in with our personal lives. I’ve witnessed a genuine desire from Regenda to listen to tenants and develop a much more customer centric approach. There are many ways to get involved and it is important that we express our views and experiences as tenants to shape and improve the service that we receive.
If you would like to get involved visit: https://www.regenda.org.uk/get-involved