Resident
responsibility

 

November 2010

Three housing providers are putting residents at the heart of their business, by creating new approaches to customer scrutiny.

 

With the Tenant Services Authority (TSA) set to be abolished, many housing providers are looking for new ways to ensure they are accountable to residents.

 

Wellingborough Homes, Orbit Heart of England and Severnside Housing are all working with The Bridge Group to ensure that their services, business and decisions are open to real resident scrutiny.

 

Ian Hembrow, engagement consultant at The Bridge Group, said: “We’ve helped residents at these organisations to understand what scrutiny means, and how it’s different to other kinds of involvement and consultation. All three housing associations now have a solid platform to grow this aspect of their work. It’s great to see that, despite the TSA’s demise, the commitment to meaningful resident involvement lives on.”

 

Louise Oakley, head of business excellence at Orbit Heart of England, said: "Ian was an excellent facilitator for our project, bringing real insight, innovation and fun to what could have been a very dry subject.

 

“The Bridge Group’s approach kept us focused on what we needed to achieve, and ensured that we had a very positive and constructive partnership with our residents. Their input was invaluable."

 

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