More residents are getting involved!
Covid-19 has had a major impact on our lives, with many of us working from home and interacting via video calls. Whilst we still deal with the effects of our experiences over the past year, working remotely has been a positive factor in getting more of our residents involved. Previously, it was perhaps difficult for many to attend meetings due to the location or timing being inconvenient; however, residents can now join virtual forums, online meetings and send in their feedback from the comfort of their homes, working around other priorities. This is great news as it means we can work with more of our residents to improve. A big thank you to everyone who has worked with us over the last year!
Here are some recent changes we made based on residents' input:
Planned works satisfaction surveys
The language and content is now more transparent, and surveys will be sent out soon having been approved by residents.
Resident Involvement rewards & recognition policy
The policy, which has been uploaded onto our Resident Involvement page, now includes monetary values of vouchers and gives more choice on where the vouchers can be spent.
Gas safety warning letters
Warning letters are sent when we haven't been able to gain access to a resident's home to carry out inspections or servicing. Residents helped to improve the wording and tone of these letters, resulting in a decrease in the number of complaints received about the letters and our communication.
About resident involvement
Residents are at the heart of shaping our services. The resident involvement team helps you provide feedback and enables you to work with us to identify opportunities to involve residents and help improve the services you receive. There are many ways you can get involved, including activities such as open meetings, panels, residents’ associations, consultations and focus groups.
You can browse these opportunities below, talk to your officer, or get in touch with us via email@example.com for more information.
If you'd like to receive opportunities to get involved, please complete our 'Expression of interest form'. We recognise your involvement and reward your contribution. For more details see our rewards and recognition policy.
Across each of our regions, we organise open forums throughout the year as an opportunity for residents to hear updates from NHG and to meet their local housing teams. A range of topics are discussed from repairs to complaints, and these are often chosen by residents who attend the forums. To find out details of the next forum happening in your area, please get in touch with the Resident Involvement Team.
Virtual Open Forum: Question and Answers
Residents virtual forum Q&A, West region -22 July 2020
Residents virtual forum Q&A, South region - 10 September 2020
Residents virtual forum Q&A, East region - 16 September 2020
Residents virtual forum Q&A, North region - 6 October 2020
Some of our local forums also have scrutiny groups who meet quarterly to examine the feedback in more detail, devise and develop local scrutiny projects on the back of forum discussions.
There are local groups set up in Kensington and Chelsea, Hammersmith and Fulham, the Outer West (covering Ealing, Hounslow and Hillingdon) and a very local group in Bolney Meadow, Lambeth. If you live in any of these areas and want to find out more, please get in touch by emailing firstname.lastname@example.org.
A residents' association (RA) is a group made up of local residents living in a particular area. It plays a part in dealing with problems at a local level, as well as organising activities such as social events and finding ways of improving the local area. It represents the views of its membership and residents to their landlord, the local authority and any other relevant agencies.
Want to set up or join a residents’ association? Read our RA toolkit and good practice guide for some handy tips and hints to get things going. Contact your local officer or the team when you’re ready to proceed. As part of your RA, you will need to have a constitution, hold regular meetings and an AGM and have a registered bank account for your RA. You will also need to complete this annual form on a yearly basis. As a constituted RA and by providing this information each year, you will be eligible for a small grant to help run your association.
Task and finish projects
These are short, time specific projects for residents to participate in . They’ll work alongside staff to scrutinise an issue or service area and develop solutions and recommendations either in a local setting or more broadly across NHG for example looking at fire safety. If you’re interested in taking part in these projects, get in touch, and we’ll add you to the list of interested residents
Health and disability panel
This group was established to raise awareness of the issues affecting disabled or vulnerable residents and examine policies and services that NHG deliver. The group meets quarterly and is open for additional membership.
The Lesbian Gay, Bisexual, Transgender forum meets quarterly to discuss matters affecting the LGBT+ Notting Hill Genesis residents. The group meets quarterly and is open for additional membership.
Asset management steering group
We have a small group of residents who work closely with our Assets team assisting them and providing feedback on matters concerning both planned and responsive repairs. Membership is currently at capacity although there are opportunities for one off activities in this area.
Focus groups and specialist requests
Residents can take part in one off engagement activities such as reviewing a policy or procedure, testing new products or technologies or giving feedback on some draft communications. This is an ideal opportunity to have your say and take part without necessarily committing to attending regular meetings and can be often done remotely over email. We also occasionally issue surveys and polls and other feedback opportunities for residents to contribute towards on a range of subject areas.
Some more committed involvement includes volunteering to help procure some of NHG’s contracts and participating in discussions around NHG service charges. If you are interested in any of the above, please get in touch.
As a local volunteer, you’ll monitor and assess the quality of estate services carried out by our contractors for where you live. This can include rating services via text message or accompanying a housing officer or PMO on an estate inspection.
If you are interested in volunteering, please email email@example.com
Independent complaint reviewer
Residents can volunteer to take part in a review of our Stage 2 complaints. When a complainant remains dissatisfied with our response they can ask for it to be escalated and reviewed. At this stage the case will be looked at by an independent manager and the complainant can also ask for a resident to review their complaint and our response.
Once you have been trained, this is all done by email, where you will receive a pack setting out the background and chronology and be invited to give your comments. For your time and as a small thank you, the complaints team will also send you £10 gift voucher for each complaint reviewed. If you are interested please get in touch with us.
Procurement and resident involvement
The table below outlines the different ways in which residents can get involved with procurement exercises at Notting Hill Genesis. Some roles require more time commitment than others, but NHG are committed to ensuring that all residents can get involved with procurement in some way.
||Tender questionnaire and specification workshop
||Residents are presented with an overview of the tender specification and asked to provide feedback which may consist of suggestions for additional services. Residents will be invited to make suggestions for questions that the bidders should answer as part of their tender submission.
||1-2 hours workshop with procurement lead, resident involvement, and project team. Residents will be briefed on what they need to do as part of this work.
Staff will work with residents to find a suitable time and format to conduct this stage of the procurement.
|Residents who take part in this stage will be entered into our bi-annual prize draw to win a voucher
||Tender evaluation process
||Evaluating tender submissions from bidders and scoring quality questions in line with NHG scoring methodology. A moderation session with project team may also be required along with a bidders interview stage along with NHG staff whereby the bidders that reach the final part of the process (usually four or five companies) will be given a question to answer through a presentation and will be scored accordingly.
||Depending on size of procurement, scoring with project team can take between 1-3 days. Remote evaluations may be possible at the discretion of the project team, but evaluation sessions are usually a minimum of a full working day. Residents will be briefed on how to score and moderate as part of this.
Any interviews with bidders will usually take an additional day.
|Residents who commit to this stage from start to end, will be entitled to a voucher worth £20 per day.
||Meet the successful bidder event
||Residents meet/greet successful bidder.
||The meet and greet event will be 1-2 hours long.
Residents who take part in this stage will be entered into our bi-annual prize draw to win vouchers (unless they take part in stage 2)
Resident voices group
The Resident Voices Group has been set up to act as representative hub where the resident involvement experiences are gathered and heard. It is the formal link between our resident involvement network and group board. The group will meet quarterly to review feedback, and instigate service improvements working alongside the Involvement team, executive board members and directors. The group are made up of the chairs and/or representatives of our established groups and projects as well resident board members and residents who sit on our sub committees. For more information and updates on the progress of this Resident Voices Group, please visit our blogs page.
I am an MP or Councillor and would like to make contact with NHG on behalf of my constituent – how can I do this?
MPs and Councillors wishing to contact NHG on behalf of their constituent to make an enquiry, send information or to chase an existing enquiry or complaint can email firstname.lastname@example.org
The email will be acknowledged within 48 hours with all new enquiries receiving a case reference and a named contact of who will be responsible for responding to the enquiry. All other requests will be forwarded to the constituent’s local officer for response.
We include regular updates about our work in Connections and on the news section of the website.