The Resident Involvement Framework

We provide a wide range of opportunities for you to influence, monitor and scrutinise our services, as summarised in our Resident Involvement Framework below.

Webconnect

Webconnect is all about connecting you to the heart of the decision-making process. We host blogs on our websites which contain:

• Details of events.
• Performance information.
• Links to Board Papers.
• Videos giving a summary of the decisions made by board.
• Feedback on consultations
• Feedback on complaints

The blog allows you to leave comments or questions and your feedback on Board decisions will be reported back to the Board. You can also share our blogposts with your friends via email, Facebook or Twitter.

From time to time Webconnect publishes live question and answer sessions with senior staff so you can find out what’s happening in a particular service area.

Our website provides a comprehensive Information section which details our services and activities with text, maps and graphics.  We use a wiki approach to publishing our customer information, so anyone can easily contribute to the Information we publish to help us improve its content overtime.

Visit our Information pages to find out more. 

Social Media

You can get involved through our Facebook or Twitter pages. We have set up pages for each housing association in the Adactus Group Structure and regularly post information on events happening in your area and news from across the Adactus Group. But it’s not just about news and announcements, we also invite your comments about the service you receive.

Adactus500

We use the Adactus500 to gain detailed insight from our customers about their views of our plans to develop services.  This is how it works:

• Each year 500+ residents are selected at random & invited to join the Adactus500.
• Adactus500 members can choose exactly which topics they would like to give their views on.
• Members can choose how to give feedback (e.g. online questionnaires, focus groups, telephone interview).
• Members have access to the Adactus500 mini-site.
• Adactus500 members will receive points when they complete an activity.
• Points can be redeemed for a variety of reward vouchers, including shopping, leisure activities & charity donations.
• At the end of the year, another 500+ residents are recruited.

Visit the information page on the Adactus500 to find out more.

Local Area Panels

We have set up eight Local Area Panels throughout the North West open to residents in the following areas:

• TARP (Tenants and Residents Panel):  CCH residents living in Chorley Borough.
• Wigan and Leigh Area Panel:  AHA residents living in Wigan & Leigh area.
• ANAP (Adactus North Area Panel):  AHA residents living in North Manchester.
• SNAP (South Neighbourhood Area Panel):  AHA residents living in South Manchester.
• Neston Forum:  AHA residents living in The Wirral.
• SCIP (Sefton Customer Involvement Panel):  AHA & BHA residents living in Sefton.
• LAMP: AHA residents living in Lancaster, Morecambe and Preston.
• YPRF (Young People’s Resident Forum):  AHA young tenants living in supported accommodation.
• Sheltered Focus:  Any resident of Sheltered Accommodation.

What happens at the Panels?

Local Area Panels generally discuss:

• What’s happening locally with the service they receive.
• Upcoming initiatives.
• Scrutiny of Local Performance information.
• Resident Group activity.
• The Local Offer (an agreement between residents and Adactus on specific services delivered locally).
• Board decisions.

In 2012/13 we will be working with the Local Area Panels to offer them a role in our complaints process.

Neighbourhood Fund

Each year, Adactus aims to make efficiency savings. A substantial part of this money is made available to local residents and community groups to bid for funding to make improvements in their areas. All Neighbourhood Fund funding decisions are made by residents.

Resident Groups

We support formal Residents Groups and help new groups set up. We can provide one-to-one training and support, and can award support grants to help groups with running costs.

Support for Community Groups

We support community groups and social enterprises working in the areas where we have properties and can provide training and other support to help them become self-sufficient.

We have teamed-up with Open4Funding to develop an online tool to help community and voluntary groups access external funding from the government, Lottery and from Trusts.  The tool is available to help identify:

• Funding in Chorley.
• Funding in Manchester.
• Funding in Wigan.

 
Local Events

We hold one-off events from time to time, if we need to promote a service in a particular area, or if we need to consult with residents on a specific topic.

We also undertake general customer research to support the development of our services:

• We regularly use a postal or telephone questionnaire to ask about your overall satisfaction with our services.
• Point of Service Questionnaires: If you receive a service from us (e.g. a repair) you will be asked to give us feedback on the service you received.
• Short Telephone Surveys / Text surveys: From time to time we also conduct short telephone surveys to help us research residents’ views. Residents using our call connect or mobile connect service will be asked if they have a few moments to answer a few questions at the end of their call.
• We also text residents from time to time (with their consent) to find out their views on a particular topic.