Voice and influence

Your views will be actively sought and valued. We will use this information to inform decision-making.

We will gather your feedback on a regular basis and through a variety of different methods, including:

• Inviting you to take part in consultations on changes to services and policies that may affect you.
• Organising resident focus groups or workshops about specific issues.
• Inviting residents to join our quarterly Estate Walkabouts.
• Using Mystery Shoppers and our online consultative group ‘Viewpoint’ to gain feedback to improve our services.
• Organising a Local Event for all residents in your neighbourhood or on your estate – either in person or virtually.

We will provide quarterly updates to Octavia’s Resident Panel on our resident involvement and influence activities.

How we will measure success

• We will review complaints feedback.
• We will publish the results of our Tenant Satisfaction Measures (TSM) surveys.
• We will monitor progress of actions identified at Estate Walkabouts.
• We will review Resident Satisfaction surveys for key service areas.
• We will review surveys for residents who have been involved in our workshops, Focus Groups, and Policy Review Groups – ensuring we share how we have used your feedback in our decisions and that residents feel they have been listened to.

Together with Tenants charter commitments

Views from residents will be sought and valued and this information will be used to inform decisions. Every individual resident will feel listened to by their housing association on the issues that matter to them and can speak without fear.