We are a big organisation covering a large geography, so we have created a resident involvement framework that reflects this, We want to make sure we're capturing the thoughts and opinions of those closest to an issue. So we have localised involvement options, as well as group wide. And we also have involvement options that allow feedback on specific customer experiences. As well as involvement groups, we use feedback from complaints and surveys following specific customer interactions. And we're always looking for new ways to encourage customer involvement.
Being transparent and allowing customers to influence how we deliver our services is a regulatory requirement. However, these simple principles are also true of any great organisation and something we believe is part of our DNA and should happen regardless of being a requirement.
To enable involvement opportunities for residents, we seek to provide various options for customers to be involved. We aim to ensure we have a representative group of customers to ensure we can adapt our approach based on views from various backgrounds and lived experience.
We welcome all feedback and customer views and our challenge is to consider how we use this to form a considered outcomes. Your opinion counts!
Get involved
Whether you've got feedback, a fresh idea, or just want to have your say, there are loads of ways you can get involved.
We love hearing what you think. Your views really do make a difference and shape the way we do things.
If you’d like to join your a panel or get involved in one of our involvement options, call or email the Resident Involvement Team for a chat.
Resident Scrutiny Group
Working with our customers to improve the services and experience we deliver is really important to us. Our Resident Scrutiny Group (RSG) supports us in doing this by reviewing our services and performance.
They make sure we’re doing everything we should be. This includes monitoring our performance and decision-making process. They also use their findings to make recommendations for improvements and to provide support where it’s needed. The group follow the progress of changes and improvements through regular follow up reviews.
The Scrutiny Group is made up of Abri residents and is led by Andy Frost, who was appointed as Independent Chair of Scrutiny in October 2023.
If you’d like to find out more about the Resident Scrutiny Group, please send a message to our support team at scrutiny@abri.co.uk
Regional Customer Panels
Complaints Panel
We work with our customers to put things right. Our Complaints Panel is made up of a group of customers and independent members of the community who help review stage 2 complaints.
We’re always looking for new members, so if you’d like to find out more or apply, email the team at customerrelations@abri.co.uk or give us a call on 0300 123 1567.
Community Funding Panel
Our Community Funding Panel brings local decision-making into awarding grants that support community projects. The panel is made up of Abri customers and people living in its communities.
The panel review applications to the Community Fund, assessing impact and deciding which local groups, charities and voluntary organisations receive funding. Panel members read applications in advance and meet quarterly to discuss and agree funding decisions, helping ensure that money goes to initiatives that make a real difference in health, wellbeing and community cohesion. Abri supports participation with travel and access options to make involvement accessible.
Other involvement options
Our Communications Panel is a new resident involvement opportunity inviting customers who enjoy being creative or passionate about communication to help shape Abri’s customer-facing content. Panel members will provide feedback on things like websites, emails, social media and printed communications to make them clearer, more accessible and more engaging. There are no set meetings or time commitments – members can take part in as many or as few activities as they choose, mostly online with some optional in-person sessions. This light-touch group ensures customer insight helps improve how Abri communicates with its residents.
Our Involved Residents List is a flexible way for customers to share their views and influence how things are done across the organisation. Members opt in to be contacted about involvement opportunities. There’s no fixed commitment, and you can take part as much or as little as you like. Opportunities might include reviewing processes, giving feedback on policies or contributing to service improvements. Feedback gathered helps shape decisions on strategic priorities, service changes and organisational policies, making it a great way for residents to have a real voice in how Abri operates.
The Customer Safety Panel is a new resident involvement group focused on fire and building safety in high-rise blocks. It gives residents living in taller buildings a direct voice in how safety is managed and improved, working alongside Abri managers to ensure commitments around resident engagement and compliance reflect real experiences. Members will meet regularly (about four to six times a year) and help shape safety approaches, with support provided for travel, IT or training. The panel’s insights will also be reported to Abri’s Board to influence decisions at the highest level.
Our Special Interest Groups are short-term, project-focused involvement opportunities where residents help review and improve services, policies or specific issues that matter to them. These groups are set up around a particular topic and can be one-off or longer-running, with meeting formats and time commitments that fit the project and participants. Past groups have influenced policy changes and practical improvements, from clearer rent letters to updated anti-social behaviour policies. Abri supports members with travel, equipment and training to make involvement accessible.
Residents’ groups bring the community together on issues that affect them, giving customers like you a voice. If you have ideas for improving your area, activities or events that you’d like to make a reality but need a helping hand for, or simply want to build community spirit in your area, then get in touch.
We can support you in setting up a new residents' group or reigniting an old group. We can support in all sorts of ways, from helping your group to get off the ground, to making an official association with a chair, secretary and treasurer, to applying for funding opportunities. Reach out to us to find out more.
Email us at ciadmin@abri.co.uk
Call us on 0300 123 1567
Customer Charter
Our Customer Charter sets out the promises and services standards we have made. It explains how we listen to our customers, valuing all feedback, and how we use it to deliver exceptional customer service.
We are currently reviewing our Customer Charter. If you have any feedback about the current Charter, please email us at resident.involvement@abri.co.uk
What else can Abri help with?
We're committed to, and will provide practical and/or financial support to customers who:
- Wish to form a resident's association for their local area
- Would like some training to feel better equipped to get involved or scrutinise our services
- Wish to exercise their Right to Manage
- Would like to access our community investment funding opportunities
- Wish to get involved and make a difference
- Would like to connect with the groups and people relevant to them
Tpas membership
Together with Tenants
