SBHG will be out and about for our 12th Big Conversation. In the fortnight beginning Monday 4 June. we will be touring west London to meet as many of our residents as possible.
We’ll be finding out what they think of our service and anything we could do better. We’ll also be connecting them into the additional services that we offer such as employment support through our Best Chance team and help with budget and finance.
CEO Matt Campion said: “As a resident-led association, these conversations shape our service. As a result of feedback in previous used we’ve changed some staffing structures,introduced a new complaints policy and procedure and reviewed the whole ‘repair journey’ as well as doubling our roofing and window work.”
All staff are involved and everyone is responsible for following up any issues – an invaluable insight into our service and a basis for continual improvement.
Leroy Taylor, Board member and chair of Resident Voice, our panel of elected resident representatives, said: “It’s an opportunity for residents to give their views and for all staff to see first-hand what working for a housing association is about, on the ground. For some staff that of course happens every day but for some who work in purely office-based roles, such as finance, this can be rarer. As well as being an excellent engagement tool, the results are an important tool for Resident Voice. Firstly for residents’ views and secondly as a benchmark to measure satisfaction in various service areas annually.”