Be involved your way

Introduction

At Salvation Army Homes we believe residents can help us deliver the best possible service. We look to base our decisions on insight gained from resident feedback and wherever possible we look for ways to work in partnership. We call this co-production.

Operations Committee

Every quarter an Operations Committee meets to help oversee the governance of the service we provide to residents. Two members are residents. Alongside the other Committee members they hold Senior Officers to account for the service delivered.

Together 4 Residents

This is our Scrutiny panel. It consists of between 6 – 15 members who are interested in the service provided. They help by completing short reviews of the service and make recommendations for improvement.

Currently the panel are reviewing the service provided to residents who report damp and mould issues.

Members of T4R meet virtually by TEAMS once a month and in person three or four times a year. Their input is enormously important and their reports usually contain challenges and recommendations for improvement.

Resident Groups

In many of our Supported Housing schemes, residents engage in co-production groups to oversee and influence the day-to-day service delivery and management of their scheme. Residents are able to see how their contributions directly influence outcomes.  Group membership is flexible, allowing individuals to attend meetings based on their preferences.

Focus Groups

Focus Groups are set up where there is an interest in a specific part of the service such as Gas Compliance or Complaints or Anti-Social Behaviour.

Some of these groups might last a short period, for instance, to review our policies and approach while others might oversee ongoing service delivery.

Contact 4 Residents

This was launched in 2023. The aim is to create an informal network of resident champions who care about where they live and who are interested in working with us to ensure that our schemes are well-maintained and managed.  This could range from confirming the visit of weekly or monthly cleaners to being involved in the management of the communal gardens or helping identify vulnerable tenants who may need more support from us.

Survey completion

We carry out lots of surveys covering a range of services provided. There is an Annual Resident Survey that provides information each year on levels of resident satisfaction. We use this data to inform our Tenant Satisfaction Measures. This annual survey will be from a representative sample of residents and is completed in May each year to ensure that we are providing a consistent level of service to all residents.

We survey all new residents to find out what it was like to move into accommodation provided by Salvation Army Homes'. At the other end of the journey, we ask residents who end their tenancy with us to tell us what they thought of our service and find out why they are leaving.

Other important surveys include those that look at repairs, planned maintenance projects and how we manage cases of anti-social behaviour. The feedback received helps us improve the service.

Service Comments, Complaints and Compliments

We really value feedback on the services provided. We will make mistakes from time to time and where this occurs, we look to resolve the issue, apologise and capture any learning.

Every quarter we compile a “Lessons Learned” report from the feedback received and report on how we have used that information to improve the way we do things. Customer feedback is invaluable – when it is a complaint, it can help us improve and when it is a compliment it reassures us that we are doing a good job.

You can give us a service comment, make a complaint or offer a compliment by using this link.

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Coming soon

Mystery Shoppers - This year we are looking to launch a mystery shopper initiative, where residents will be able to tell us their experience of the service. Watch this space for more details in due course.

Review Groups - We will be introducing specific service review groups where residents will have direct access to the Head of Service running this group and help ensure that the service delivered is shaped around the needs and experiences of Residents.

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