Resident Engagement Manager - Justin O'Brien
Justin has been working within the housing sector for over 20 years and has been working specifically in resident engagement for almost 10 years.
We understand that our residents are at the heart of our organisation and can play a key role in helping us to ensure our services are resident focused. The term that is used to describe this process is co-regulation. This basically means that we are committed to being as transparent as possible with our residents and allowing our residents to hold us to account. Establishing a National Resident Panel has been a key step for us to ensure our residents have a voice and can influence our services with the aim of improving the resident experience.
National Resident Panel
Our National Resident Panel was established in February 2024. The panel meets monthly on Zoom and all our residents are welcome to express an interest in joining the panel. Currently we have residents on the panel from as far north as Whitby and as far south as the Isle of White. The panel recently developed a Customer Charter or resident commitment. This document outlines the level of service our resident can expect from us. The panel are also looking at what we can do to improve the digital inclusion of our resident and is looking at ways we can bring our resident together.
How else are we involving residents:
Feedback and complaints
We welcome feedback from our residents, both positive and negative. We believe the complaints process is there to ensure if we get something wrong then we learn from this to ensure it doesn’t happen again and we improve the resident experience.
It has been agreed our Resident Panel will play an active role in reviewing how we have learned from the complaints process to help drive improvement in services.
Procurement
We believe if we are procuring a new supplier or contractor that will be delivering customer facing services then our residents should be involved in this process. We have included residents in a recent procurement of a new warden call system, and we plan on involving residents in future procurement projects.
Recruitment
When recruiting staff to deliver services to residents then we want to involve resident in the process. How we do this can change., for example we may have a resident on the interview panel, or we may arrange for applicants to spend some time with residents prior to their interview.
Residents review and policies
Our Resident Panel plays a key role in helping to review all customer facing polices and procedures.
If you would like to find out more about what we are doing to improve how we engage with residents and if you would like to get involved, please complete this simple form and we will get in touch with you, or email resident.engagement@abbeyfield.com
You can also follow us on our social media channels.
Facebook  |
Twitter/ X  |
Instagram  |
|---|