“Resident involvement is the driving force behind improvements.
As residents from all walks of life we work alongside staff to make a difference in the communities we live in” by the Resident Forum.
Customer Involvement is at the heart of Mercian, we give residents as many opportunities as possible in as many ways possible to get involved.
Customer Involvement is crucial for us when making changes to our services to ensure they are what our customers actually want and to ensure the service delivery is meeting the standards we promise.
Residents can get involved in many different ways but it’s not just us that see’s the benefits. Residents getting involved find it very beneficial too.
What can Residents getting involved expect?
- Full training in the area they are interested in
- Support from a committed Customer Involvement Team
- Childcare and Transport costs covered
- A chance to shape the service they receive as one of our residents
How do we involve residents?
- Board of Management
- Resident forum
- Shareholding membership
- Tenant auditors
- Mystery shoppers
- Resident meetings and Site Surgeries
- Focus groups
- Homelife editorial panel
- Surveys
- Resident training
- Recruitment panels
How do Residents monitor efficiency?
- In 2005 Mercian conducted a Best Value Review (BVR) of the effectiveness around Customer Involvement. This review echo’s the key lines of enquiry from the Audit Commission, and the timescales and actions are set and reported back to our Residents Forum
- Every three years Mercian conducts a satisfaction survey of its residents. We are conducting the latest of these surveys in 2006, with the change being that we have sent the questionnaire to ALL of our residents rather than a random selection to give us the best results we can hope for
- Mercian produces performance indicators and compares them to other Associations in the country to help hi-light areas of good practice
- We involve tenants and leaseholders in the recruitment of our new cleaning and gardening contractors, this has helped us ensure the services we provide are what our residents actually want
For more infomation on how you can get involved, email Katy Sara, Community Involvement Officer on ksara@mercian.org.uk.