Resident Voice Community News

As part of The Regenda Group, our Resident Voice panel includes Redwing and Regenda Homes residents. Here are the latest updates from the Customer Experience Team. 

Here are the latest updates from the Customer Experience team.
Date

News
Jun-22 11 residents were recruited to the Resident Voice Panel. 3 residents were from Redwing and 8 were Regenda Homes.
July-22

The Resident Voice Panel had their 1st meeting and reviewed the Regenda Service Promises in addition to looking at service charges, grounds maintenance and communal cleaning.
Sept-22 The Resident Voice Panel met to take a detailed look at the repairs service and also had a discussion about the rent cap.
Oct-22 The Resident Voice Panel received training on the Tenant Satisfaction Measures (TSM’s).
Nov-22 The Resident Voice Panel met and looked at a number of issues including customer feedback, damp and mould, the rent cap and also received an introduction to Redwing.
Nov-22 The Resident Voice Panel received training on safeguarding.
Jan-23 The Resident Voice Panel received training on damp and mould.
Feb-23 The Resident Voice Panel received training on performance.
March-23 The Resident Voice Panel met and received an update on the Tenant Satisfaction Measures (TSM’s). Furthermore, they provided feedback on the annual report and selected a suite of Key Performance Indicators (KPI’s) that they would regularly review.
April-23 The Resident Voice Panel received training on Building Safety.
May-23 The Resident Voice Panel received training on rent arrears and lettings.
June-23 The Resident Voice Panel had an Away Day. They explored reflections on their first year and future planning. In addition, they also received an update on pilot findings from the Tenant Satisfaction Measures (TSM’s), helped to set performance targets and reviewed the Panel’s terms of reference. Furthermore, the Resident Voice Panel provided feedback on the proposed menu of future involvement opportunities.
July-23 The Resident Voice Panel received training on value for money.
July-23 Customer Feedback Panel were recruited and had their 1st meeting. The Customer Feedback Panel will support Regenda Homes and Redwing to improve our response to complaints.
Aug-23 Resident Voice Panel received training on Regenda’s processes and procedures for Anti Social Behaviour
Sept-23 Resident Voice Panel received training on the current and future Development programme for Regenda.
Oct-23 The Resident Voice Panel were asked to review and feedback on the Regenda Anti Social Behaviour policy.
Oct-23 Resident Voice Panel quarterly meeting took place, with agenda items such as a Housing Ombudsman update and the Consumer Standards
Oct-23 Resident Voice Panel received training on Complaints, including Regenda processes and procedures.
Oct-23 Redwing Resident Voice Panel members were asked to review Redwing targets with the overall aim to increase customer satisfaction.
Oct-23  Better Social Housing – What does an excellent repair service look like.
Nov-23 Reviewed ED&I policy, reviewed the unreasonable behaviour policy, H&S visit to Grove Street development, Review of Customer website accessibility, Repairs & Maintenance training session, launched the Planned Maintenance transactional satisfaction survey.
Dec-23 RVP Meeting on the 13th of December, Customer Centric Clinic with Redwing to run through latest TSMs results.
Jan-24 Reviewed the Resident Involvement Acknowledgement and Incentives Framework, participated in a further Repairs and Maintenance training session, provided feedback to Assets around shaping the Repairs and Maintenance service.
Feb-24 The Resident Voice Panel reviewed the suggested 2024/25 targets for the Tenant Satisfaction Measures. They also participated in a training session lead by The Learning Foundry about Housing Policy.
March-24 The Resident Voice Panel had their quarterly panel meeting, which focussed on current performance, the Tenant Satisfaction Measures, Complaints and an update from the contact centre. 
April-24 During April, we hosted the ‘Meet the Housing Ombudsman’ event, which saw attendance from Resident Voice Panel members, our wider customer base, and external participants, combining both in-person and virtual attendance. The Resident Voice Panel also attended a training session ran by Ecogee, which was something that they had previously requested. The session was highly successful, with lots of engagement from all. Finally, we have successfully appointed a Vice Chair of the Resident Voice Panel.
June-24

 

In June, the Resident Voice Panel had their annual Away Day, which included a coach tour of some of The Regenda Groups stock and new developments, followed by a panel meeting in The Learning Foundry. During the meeting, a workshop was conducted to gather residents’ insights on what constitutes an excellent repairs service. This feedback will feed directly into the wider repairs and maintenance project underway. As well as this, in June, a Resident Voice Panel member attended a Board meeting, further strengthening the relationship between the board and residents.

July-24

In July, we hosted a Repairs and Maintenance Focus Group with residents, concentrating on the cultures and behaviours of our operatives and staff. This session was highly successful, and the insights gathered will directly inform our broader repairs and maintenance project Additionally, we held a Customer Feedback Panel in July, involving a full resident panel. During this session, we reviewed quarter one complaints performance, customer journey maps, and housing ombudsman reports. Other activities in July included the Customer Feedback Panel's review of the self-assessment complaint improvement report and the Resident Voice Panel's review of the Customer Voice Strategy and the Annual Report.
Aug-24

In August, the Resident Voice Panel reviewed the Annual Report and participated in an online session with our Marketing and Communications team to give feedback. They also reviewed and gave feedback on the draft M&Y Code of Conduct, which has been created as part of the wider repairs and maintenance project. In addition to this, the panel received training on Rents and Service charges from Regenda’s head of service charges, Helen Beckett.