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  for more information.

The Project Officers provide advice and support to help you set up a residents' association. They can take you through the Residents Association Start-Up Pack (PDF 102KB) which must be adopted to ensure your group is recognised by Sanctuary.

Project Officers 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 Project 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, Wirral


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 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


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. 

Sanctuary Housing has a system of resident-led groups, called Scrutiny Panels, who contribute to the shaping of new and existing services. There is a National Resident Scrutiny Panel and six Local Resident Scrutiny Panels.

The panels meet quarterly in each of the principle areas of England and act as a critical friend to Sanctuary, to improve the customer experience and help us to continuously improve the service we provide to our residents.

The panels help us by reviewing the services we deliver and, if required, hold relevant senior staff to account.

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 about how to join a Scrutiny Panel, please email:

Sanctuary currently has the following Resident Scrutiny Panels:

National Resident Scrutiny Panel

Wendy BurridgeChair: Wendy Burridge

The National Residents’ Scrutiny Panel (NRSP) meets quarterly with senior staff to review performance and is responsible for organising scrutiny reviews through the chairs of the local panels.

Each local panel is responsible for contributing to a national work plan for the year. This plan is monitored by the NRSP to ensure that it delivers a consistent level of service improvement for residents across England.

If you like to know more, please email:


Local Resident Scrutiny Panel - North West

Paul Taylor

Chair: Paul Taylor

Working with staff as a critical friend, we have a good team that ensures the delivery of an effective housing and maintenance service throughout Liverpool and the North East.

Our quarterly meeting monitors performance data; an additional meeting focuses on the hands-on scrutiny work. Staff regularly use plain English and PowerPoint presentations to assist us with our understanding of their activities.

If you like to know more, please email:


Local Resident Scrutiny Panel - North

Johnny Paterson

Chair: Johnny Paterson

The North panel consists of members from across the region with a wide variety of ages and experiences. Some of our members have been involved for several years, whilst others bring a fresh outlook to our activities.

Our main aim is to work with Sanctuary staff to ensure improvements are made to the service for all residents.

We are proud that several of our investigations have led to significant changes; we continually monitor the impact any changes have on our fellow tenants.

If you feel you could contribute we would be delighted to hear from you via email:


Local Resident Scrutiny Panel – Midlands

Nikema TaylorChair: Nikema Taylor

The Midlands Resident Scrutiny Panel is a strong team of ten residents supported by various senior staff; together we offer a positive challenge to Sanctuary Housing.

In January 2015 we completed our latest service review which reviewed how resident enquiries are dealt with at the first point of contact with Sanctuary.

We look forward to undertaking future projects which improve services for everyone. Our aim is to strengthen our work by involving more residents with the 'hands-on' side of Scrutiny.

If this is of interest to you, please email:


Local Resident Scrutiny Panel – East

Bob WerrettChair: Bob Werrett

In the East, we have a panel that represents a wide and varied range of tenants who work closely with the local and national staff of Sanctuary Housing.  Together, we aim to deliver a good and efficient housing and maintenance service. We meet quarterly to consider and discuss performance data in detail, looking at and suggesting any changes to facilitate an improved service to all tenants. We are involved in Service Reviews that are part of a national process, make scheme visits to ensure good standards are maintained and also undertake any specific one-off reviews that are required.


We are always looking for new members with a fresh perspective, so if you are interested please contact us by emailing:


Local Resident Scrutiny Panel - London and South East

Graham Jones

Chair: Graham Jones

The London and South East Panel has been working closely with staff in the local area to review and put forward recommendations for service improvements.

We recently completed an investigation of the Housing Officer role and have also instigated an on-going programme of regular reviews of estate services.

We are always looking for new members to come and help with our work.

If you would like to know more, please email:


Local Resident Scrutiny Panel - South West

Chair - Peter CritchardChair: Peter Critchard

The South West Panel has a strong representation from across the local area and likes to work with staff at all levels and locations to review the services delivered.

We are planning in 2015 to launch a review of estate services with a large scale consultation exercise with involved residents. The Panel is always looking for new members to come and help it with its work if you would like to know more please email


Local Resident Scrutiny Panel - Chester and District

Mike Reece - Chester Local Resident Scrutiny Panel Chair: Mike Reece

The Chester and District area has an extensive, established and effective resident involvement structure that ensures the voice of the resident is clearly heard when reviewing local performance. 

The Chester Scrutiny Panel and its team undertake frequent reviews and inspections within Chester and District, monitoring services delivered to our residents.  We aim, through partnership, to support the continued delivery of the high quality services our residents require.

We are looking for new members to bring a fresh perspective.  If you would like to know more please email

For further information:


Sanctuary residents can apply for funding of up to £1000. Please go to our Grand Ideas Fund page for more information. 

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.


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.