Resident involvement

To ensure we continue to improve our services in a positive way for our residents and neighbourhoods, we invite you to get involved and have your say.

Your feedback helps us to understand what you expect from us, so we can shape and monitor our services to suit your needs.

The training and support we offer to help you get involved also gives you the chance to develop skills you can use in all areas of your life.

We value the opinions of all our residents and want to involve you in the work we do, so if you would like to get involved, please email scrutiny@sanctuary-housing.co.uk  for more information.

The Co-Regulation Team Officer provides advice and support to help you set up a residents' association. They can take you through the Residents' Association Start-Up Pack (PDF 233KB) which must be adopted to ensure your group is recognised by Sanctuary.

The Co-Regulation Team Officer will also provide on-going advice and logistical support once your group is set up, by helping you to:

  • Attract members to your group
  • Run your group openly
  • Apply for community initiative funding
  • Ensure your group is representative of your community

If you would like to join or start your own community-based residents' association, please contact the Co-Regulation Team Officer who covers the area in which you live.

 

Sue NutterSue Nutter

Scrutiny and Co-Production Officer

Sue is based in the Burnley area of Lancashire and manages resident involvement, scrutiny activities and co-production within the following areas:

North – includes Sheffield, Leeds and Hull.

North West – includes Liverpool and Wirral

Sue.Nutter@sanctuary-housing.co.uk

 

David OnionsDavid Onions

Head of Co-Regulation

David takes a lead role in strategic decisions and direction of the team. He is also directly responsible for supporting resident involvement, scrutiny activities and co-production in the following areas:

East – includes Rochford, Ely and Ipswich.

London and South East – including Wood Green, Hackney and Canterbury.

David.Onions@sanctuary-housing.co.uk

 

David Moss

David Moss

Scrutiny and Co-Production Manager

David is based in Telford and is responsible for the training and development of residents and the different panels.

He is specifically responsible for resident involvement, scrutiny activities and co-production in the following areas:

Midlands - includes: Telford, West Bromwich, Banbury and Cherwell. 

South West - includes: Exeter and Swindon

David.Moss@sanctuary-housing.co.uk

 

Tavesha CampbellTavesha Campbell

Co-Regulation Co-Ordinator

Tavesha is based in Worcester and is responsible for all of the administration work regarding resident involvement, scrutiny and co-production. This includes preparing performance data for meeting papers, facilitating meetings, resident expenses processing and all general enquiries.

 

Tavesha.Campbell@sanctuary-housing.co.uk

Sanctuary is committed to having an on-going conversation with all of its residents, (regardless of tenure). Residents have been at the heart of the shaping and scrutinising services within Sanctuary for many years; this has been confirmed both by the accreditation received from the external, independent housing consultants Housing Quality Network, and the improvements to the service that residents everywhere receive as a result of residents holding Sanctuary to account.

The scrutiny process takes many forms; principally there is a National Residents’ Scrutiny Panel (NRSP) which meets quarterly, with senior housing staff. This is a formal panel meeting where Sanctuary’s performance against specific regulatory expectations is monitored, for instance, levels of customer satisfaction or how quickly empty homes are re-let.

This way the panel provides a ‘critical friend’ relationship with senior staff and an effective customer based challenge to service design.

Opportunities

Another function of the panel is more practical, it might involve commissioning ‘Communities of interest’ which are small task / finish groups, made up of residents from around the country, to perform specific tasks. An example of this might be a small panel of suitably experienced residents to work with the Group Procurement Team to establish new service contracts; a recent one looked at selecting a new contractor for ‘lifts’ (elevators) in our flats and larger schemes.

Other opportunities commissioned by the NRSP are estate inspections, which provide a snap shot of the appearance and condition of neighbourhoods and schemes and are jointly undertaken with residents and housing staff working closely together. Communities of interest also involve a specific forum for ‘Home Owners’ including leaseholders and residents of shared ownership properties; there is the ‘family and friends’ group which review our supported housing schemes using a simple question to frame their visit – ‘would I want my family or friends to live here?’

It is important to attract people with the relevant skills to our panels, so members are recruited via a formal application and interview.

If you would like to know more or apply for any of the opportunities listed, please contact the Co-Regulation Team at scrutiny@sanctuary-housing.co.uk

Resident Involvement Team

Wendy Burridge

Graham Jones

Wendy Burridge

Graham Jones

Bob Werrett Elvis Nduhukire

Bob Werrett

Elvis Nduhukire

 

We offer training and development opportunities to our residents to help them become involved with the Sanctuary resident involvement process.

We offer accredited and in-house training. All of the training helps residents get involved with our resident involvement process and can also help with future education and employment opportunities.

Training is delivered in a variety of ways; centrally in large groups, which is useful for networking; locally or on a one-to-one basis, depending on circumstances. Some training is provided via an externally provided course. Each of the courses takes between half and one day to complete.

You may need to travel to attend a course. We will arrange all transport and accommodation, including meals. Where private cars are used, mileage and car parking will be reimbursed.

To ensure you complete the most relevant course for you, please discuss any training requirements with the Resident Training and Development Manager or your Project Officer, before you apply.

We are currently offering the courses listed below. To apply for any of the courses, you need to be an involved resident. Please contact your local Project Officer for details on how to apply.

Chairing a meeting

Whether you are a chairman or potential chairman, managing a meeting is a vital skill. This course covers how to;

  • Work to a timed schedule
  • Control dominant people
  • Prepare properly
  • Organise an event
  • Follow up with accurate minutes and promised actions.

Critical friend

Learning how to build relationships is a vital and fundamental part of co-regulation. This course teaches you how to constructively challenge and add value to reports and presentations.

Complaints hearings

Most people don’t want to complain, they just want a good service. But if something does go wrong our complaints system involves service users as part of the arbitrary process.

This vital training enables residents to provide a neutral opinion and recommendations which help to resolve issues quickly without involving third parties, such as the Housing Ombudsman.

Co-regulation

This is a crucial training event for scrutiny panel members.

Find out how housing associations are monitored and regulated and how involved residents and staff work together to improve services.

You'll also discover why we talk about Localism, Value for Money and Local Offers; and why we send out an Annual Report to Tenants.

Effective meetings

In this training session you will learn how to organise an effective meeting. Learn simple techniques to ensure meetings are informative, constructive and reach a satisfactory conclusion quickly.

Effective performance

This course teaches you how to read a report. Discover where the feedback comes from; find out what the figures mean and how to recognise good performance. You will also learn how to read what the report ‘doesn’t say’ and whether proposed performance is achievable.

Practical Involvement

Short courses are available to cover all of the activities that you may be asked to undertake, such as:

  • Mystery shopping
  • Customer journey mapping
  • Presentation skills
  • Shadowing and mentoring
  • Understanding tenancy agreements, leases or the context of the housing market
  • Financial literacy - this course is designed for Chairs and Treasurers of committees and explains what a budget is and why regularly monitoring and forecasting can ensure the financial viability of a group.

Induction and introduction to resident involvement

This course is designed for all newly involved residents, not just scrutiny panels, and covers key items such as:

  • An introduction to Sanctuary Group
  • A general background about housing
  • Data protection
  • Equality and diversity
  • How to prepare for meetings
  • Reading and understanding performance data.

Impact Assessing

All projects and activities have a cost. This course will help you to determine which projects are providing value for money. You will learn how to identify what a project is trying to achieve, whether goals were achieved and most importantly, whether you would run a project in this way again.

Inspecting your Neighbourhood

When it comes to reviewing the services we offer, residents offer a vital resource. This course aims to train residents in every area to work closely with staff and provide a ‘snap-shot in time’ approach to monitoring services, such as grounds maintenance.

Report Writing

Once a service review has been completed, it is essential that the report does justice to the work undertaken and conveys the importance of any recommendations.

This training covers the use of terms such as ‘methodology’ and ‘statistically valid’, and clearly demonstrates the style and layout of a report along with the use of appendices.