We are Abri
Our mission is to create communities andempower lives. Places to grow and thrive; inpartnership with the people that live in ourhomes. We’ve made a commitment to placeour customers at the heart of ourorganisation.
Customer Charter
Our Customer Charter sets out the promises andservices standards we have made. It explains howwe listen to our customers, valuing all feedback anduse 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
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
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.
We will consult with customers on any proposals that significantly affect our service offers and policies.
Consultations will 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 withlikeminded 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.
