There are many ways for you to get involved, which can help to make a difference to services we provide in your homes and communities. Getting involved can be anything from completing a short survey about a service you’ve received, to joining a dedicated customer group.
Our customers are at the heart of everything we do at South Lakes Housing.
We’re passionate about making sure your voices are heard and provide you with opportunities to help shape and improve our services.
Why get involved?
We want it to be a beneficial experience for you too. By getting involved, you can gain experience and develop new skills. It’s also a great way to meet new people. We will support you in various ways and can cover transport costs to meetings, pay for childcare if you need it and offer you opportunity to attend external events and trainings. Just let us know how we can help.
How do South Lakes Housing benefit from your involvement?
- It helps us to know where we’re doing well and where we need to make improvements.
- Customers can feedback to us about how we’re performing as we want to be open, honest and transparent.
- We want to co-create and get the views of our customers on improvements we want to make to our services.
- We’re committed to improving the customer experience and your voice will help to achieve this.
What's in it for me?
This offers you an opportunity to have your say about how we deliver our services, so that we can make improvements that benefit all our customers and of course, if you’re giving us your time and expertise, we want to make it worth your while too. If you are looking to develop your CV we can support you to gain new skills and qualifications through training, event attendance and access to several free of charge courses.
You’ll have the opportunity to meet new people, experience new things, expand your knowledge and improve your confidence. We will also offer high street vouchers for some engagement opportunities. Terms and conditions applicable.
Here’s how you can use your voice and get involved
Neighbourhood champions
Neighbourhood Champions are our eyes and ears – they tell us how our contractors such as ground maintenance, communal cleaning contractors are doing and let us know where we can make improvements in our communities.
You also have the opportunity to join your Neighbourhood Partner or Assistant during the neighbourhood walkabouts which take place every three months.
Become a mystery shopper
As a mystery shopper you will measure how well we deliver our customer service at all times. This can all be done from the comfort of your home at any time. The feedback you provide will be used to improve our services.
We ask you also provide feedback on our out of hours service provision.
Respond to a survey
We send out online surveys to help us understand customers’ views on how we’re doing in certain areas and where we need to improve.
You have the opportunity to provide feedback through ad-hoc surveys. We send various surveys throughout the year; you can choose which surveys you want to get involved with based on what you’re interested in.
Feedback Panel
Give your views on policies and services which we may be reviewing. We have a group of customers who have told us they would be interested in sharing their views by reviewing documents and communication we share with our customers. This group of customers usually provide their views via email or by completing service-related surveys.
This is flexible and can be done in the comfort of your home. We’ll share any policies we’re working on, and you can comment on the ones that interest you. It will take about an hour to read and provide comment.
Join our Residents Forum
Our Residents Forum provides a fresh perspective on the way we operate and run our services. Made up of current customers, leaseholders and shared owners, the Residents Forum meets every 6 weeks in-person to:
- Help us create and implement new strategies, policies and service standards.
- Review our performance and challenge us if it is not up to standard.
- Ensure that we deliver high quality services that meet the needs of our residents.
- Influence decisions, share ideas and make suggestions.
- Ensure that we are effectively dealing with and learning from resident feedback and complaints.
Become a member of the Repairs Group
The Repairs Group looks at our repairs and maintenance offer to our customers. We want to make sure we deliver excellent repairs and maintenance services to our customers. This group examine and assess the processes, highlighting areas for improvement and change, shares their views on how our homes are managed, maintained and repaired. To have accountability and oversight of the delivery of the repairs and support South Lakes Housing to raise standards for tenants by undertaking quality checks on all aspects of repairs performance including the following: – reporting, scheduling, appointments, inspections, prioritising work and out of hours delivery. Making sure equality, diversity and inclusion considerations are paramount when considering all the aspects of repairs and maintenance offer.
The Repairs Group meet every two months by joining online or coming to our office.
Attend a focus group
This group of customers will be helping to review our services by attending service-related focus group. This group of customers are usually the customers who have used the service. Recently, we invited customers who receive ground maintenance services to share their views and help us to choose the right contractor through the procurement tender process. This group of customers will review contractor applications and score their feedback.
We ask you to commit to attend one meeting per month either by online or coming in our office.
Interested?
If you want to get involved or want to know more about these opportunities please get in touch with Lauren Crawford, our Customer Engagement Partner.
