In mid-August, Notting Hill Genesis residents came together for the launch of our resident involvement programme. The event provided an opportunity for residents to share their experiences, discuss what matters most to them, and help shape the future of resident involvement at NHG.
The session was honest, challenging and constructive. Residents spoke openly about the issues that affect them most, including repairs, communication, complaints, service charges, anti-social behaviour and the impact of staff turnover. Many highlighted the importance of accountability and the need for us to not only listen to feedback but demonstrate how that feedback leads to meaningful change.
A recurring message throughout the day was the need for better communication. Residents shared examples of delayed responses, inconsistent updates and difficulties navigating services. Others spoke about the importance of recognising individual needs, particularly for those with disabilities, or those who prefer different communication methods and residents who may not be digitally connected.
The event also provided an opportunity for colleagues to outline how resident involvement will evolve. Pamela Leonce, who recently joined NHG to lead the development of a new resident engagement strategy, spoke about the organisation's commitment to moving beyond simply informing or consulting residents and instead creating opportunities for genuine collaboration and co-creation.
New resident engagement groups
A key outcome from the day was the introduction of five new resident engagement groups focused on the areas residents have told us matter most:
- Repairs
- Service charges
- Complaints
- Customers experience
- Equality, diversity and inclusion (EDI)
These groups will bring residents and colleagues together to help shape improvements, influence service delivery and ensure resident voices are at the centre of decision-making.
Residents also shared valuable ideas about how we can improve engagement in the future. Suggestions included holding more local meetings, increasing opportunities for digital participation, improving feedback loops and introducing more regular updates on actions and outcomes. There was also strong support for involving senior decision-makers in future discussions and ensuring that residents can clearly see the impact of their contributions.
While the discussions highlighted the challenges that NHG is committed to tackling, the day also demonstrated the passion residents have for their homes, communities and neighbourhoods. Most importantly, it showed a shared commitment from both residents and NHG colleagues to work together to improve services and build stronger relationships based on trust, transparency and partnership.
As part of this commitment our Chief Customer Officer, Victor Da Cunha, will be holding listening sessions with residents in the coming months, we’ll share more detail on this soon and how residents can sign up.
