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!
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
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.
Get involved by getting in touch with us at resident.involvement@abri.co.uk
Regional Customer Panels
We have three Regional Customer Panels because we're a big organisation covering a large geography and we want to ensure we respond to, and meet the needs of, local communities. We have a Regional Panel for the South, South East and South West regions.
Each panel is led by a Chair who is an Abri customer, and panel members are all customers too. They bring their experience of living in an Abri home.
The purpose of the panels is to bring a resident perspective to service delivery and planning. The panels explore and influence the issues that are important in their region and that they are most interested in.
Their voices help the local teams and the Board to make sure they understand customers’ perspectives and priorities. The Chairs of the Regional Panels connect the panels to Board with membership of the Board’s Customer Committee.
The panels meet every three months. This is usually in our regional offices (Eastleigh for the South Yeovil for the SW and Bracknell for the SE). Whenever possible we have face to face meetings, but there are digital options too.
We take every step to support residents who’d like to join with support such as training, IT advice, the use of accessible venues and help with transport or transport costs. There are also events and workshops in between.
All the panels seek diverse membership to reflect different towns and neighbourhoods, types of home or tenancy and age groups.
If you’d like to find out more, perhaps you’d like to join your local panel, 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, which includes monitoring our performance and decision-making process. They also use their findings to make recommendations for improvements and provide support where it’s needed. The group follows the progress of changes and improvements through regular follow up reviews.
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
Scrutiny Sounding Board
The Resident Scrutiny Group is supported by a Sounding Board. This is a group of volunteer customers who help with reviews and provide feedback on a more ad-hoc basis. There’ll be even more opportunities to get involved as a Scrutiny Sounding Board (SSB) member this year, as we launch a quarterly update newsletter and invite SSB members to join project groups and observe RSG monthly meetings.
If you’d like to find out more about the Resident Scrutiny Group or the Scrutiny Sounding Board, please send a message to our support team at scrutiny@abri.co.uk
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.
Residents' Groups
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
Other ways you can have your say
We’re working on some new ways for customers to have a say, share their views and ideas, and influence services. Right now, there’s lots that you can take part in; from reviews and consultations to having a place on a Complaints or Community Funding Panel.
Let us know what you’re interested in and how much time you’d like to commit, and we can help find the right opportunity for you.
Email us at resident.involvement@abri.co.uk
Call us on 023 8062 8062
Consultation
We believe that consultation is not a one size fits all solution so we provide various opportunities for residents to influence and have their say.
It's important that we consult with our customers when major decisions are being made. In fact, it is one of the promises we make in our Customer Charter. And we consult with customers on any proposals that significantly affect our service offers and policies.
When we have a big question to ask, we will look to engage with as many customer as possible. This has worked really well in developing our Policy for Anti Social Behaviour and shaping our corporate strategy.
We also have a group of customers (over 1500!) who shared with us that they wanted to be more involved with developing our services, and we now offer the opportunity for small consultations to support an ongoing conversation. We recently reviewed the Adaptions Policy and a small group of residents who had lived experience supported a review and shared their vision of how we can improve our service.
Please contact us to find out more and join other customers who are already making a difference.
Consultations will also be advertised in our newsletters, social media and the My Abri portal. If you're not online don't worry. Consultation opportunities will also be made available through traditional methods (post, in person) if that's your preferred method of contact.
Scrutiny
The Resident Scrutiny Group reviews the services delivered by Abri.
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 Resident Scrutiny Group has both Abri residents and independent members. It's led by Andy Frost who was appointed as Chair in September 2023.
Find out more about who we are and what we do
There is a direct link between the Resident Scrutiny Group and the Board.
The work of the Group is vital and to ensure this is recognised by the organisation, the Chair is a co-opted member of the Audit and Risk Committee. This ensures there is a direct link between the Board and the Resident Scrutiny Group which is further strengthened by bi-annual co-regulation events. This is when the members of the Resident Scrutiny Group are invited to meet with the Board and Executive Team to discuss topics chosen by the Resident Scrutiny Group. The topics typically centre around decisions that the Board have made that year.
We're always on the lookout for people who'd like to get involved
We are on the lookout for committed individuals who want to make a positive difference to the communities they live in, by getting involved and becoming a member of the Resident Scrutiny Group. We will provide you with the necessary equipment and training to enable you to be involved with essential work.
As a member of the Resident Scrutiny Group, your voice is vital. Now more than ever, you’ll help make sure the concerns of residents are heard where and when it counts. You’ll be the crucial link between the people who live in our homes and the Board that makes the big decisions. Together, we can listen, take action, and create meaningful change.
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
We're proud to be members of Tpas, England's leading resident engagement experts!
Tpas promote excellence in resident involvement and empowerment through training, advice and accreditation, representing more than 3 million homes. As Tpas members, we access training for our residents and colleagues, learn from others, keep up to date with best practice and work with like minded social landlords to positively influence national policy.
Together with Tenants
We're working with other Housing prviders and the National Housing Federation on a sector-wide initiative focused on strengthening the relationship between housing association landlords and the people that live in their homes.
Abri are please to be 'official adopters'. You can find our more information about this initiative here.
