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Adactus Housing Group

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Last updated 11/04/2017

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  • Overview

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

     

    The Resident Involvement Framework

     

    Resident Involvement Framework

  • Transparency

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    Webconnect

    Webconnect is all about connecting our customers to the heart of the decision-making process. We use a blog on our website to publish:
    •Details of events, new developments, projects we support and other news
    •Performance information
    Scrutiny reports
    •Links to Board Papers.
    •Videos giving a summary of the decisions made by board.
    •Feedback on consultations
    •Feedback on complaints

     

    Using our blog, customers can comment, give feedback or ask questions on any of our posts and we can then respond to them openly.  Posts can also be shared with friends via email, facebook or twitter.

    On the home page of our website visitors have the ability to choose between the regions we operate in and find out local news as well as details of upcoming local events. Localised performance information for tenants is also be available.

    Our website incorporates a comprehensive Information section which details our services and activities with text, maps and interactive graphics.  We have adopted a wiki approach to publishing this information, so anyone can easily contribute to everything we publish and help us improve content over time. Visit our Information section to find out more.

    Feedback on scrutiny reports will be reported to the Adactus500 Scrutiny Panel while feedback on Board decisions will be reported back to the Board.

     

    Social Media

    We maintain Facebook and Twitter pages where we regularly post information on events and news from across the Group. It is not just about news and announcements, anyone can get involved by messaging us or leaving comments to our posts.

    Aiming to increase our presence and improve the use of social media, locally based staff now have their own Twitter and Facebook accounts. We will assess the feasibility of setting up apps within Facebook for rent payments, repair reporting and other tasks.

     

  • Service Development

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    Adactus500

    We use the Adactus500 to gain detailed insight from our customers about their views of our plans to develop services. 

    The Adactus500 launched in early 2011 and has been a great success. We initially invited a random selection of 500+ residents to take part but from April 2013 any tenant or leaseholder, not subject to legal action, can take part. As at August 2015, membership stands at 1020 current residents and between April 1st 2014 and 31st March 2015, 445 different tenants have taken part in at least one activity.

    This is how it works:
    •Residents log-in to our website and register to become an Adactus500 member.
    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, scrutiny panel).
    •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.
    •Residents can also register to take part by post.

     

    Adactus500 members can also take part using a smartphone using our mobile friendly website. Exploiting the camera feature of smartphones, Adactus500 members can submit photos and take part in activities such as spot checking communal areas or repairs, report abandoned properties or other neighbourhood grots spots.

    Adactus500 members are also be included in the judging of the Breathe Investment Grants (BIG).

     

    Scrutiny panels

    In 2013 we introduced the opportunity for residents to scrutinise key areas of the Group's work through our Adactus500 Scrutiny Panels.

    Adactus500 Scrutiny Panels delivered four well received scrutiny reports over the past year. Demand to join the Scrutiny Panels has risen steadily .  Panel members have given very positive feedback on their experiences of being involved with 89% of panel members stating they would recommend being part of the scrutiny process to other residents.

    Following consultation with over 200 Adactus500 members, four further topics have been chosen for 2015-16 (gas safety, staff retention, callbacks and fire safety).

  • Local Focus

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    Breathe Investment Grants

    Breathe Investment Grants (BIG) are available to support small scale community projects that will improve the quality of life for Adactus Housing Group residents and make a real difference to the neighbourhoods where we operate.

    BIG has replaced and consolidated Adactus Housing Group previous funding streams the Neighbourhood Fund, Green Grants and You Decide.

     

    Community reporters

    We will recruit and train resident "community reporters" who will support us to help identify and work on local issues to successfully deliver our area pledges.

     

    Support for Community Groups

    We support community groups, residents 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 can recognise constituted residents’ groups which operate in areas where our residents live and involve a number of our residents.  


    Local Events

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

     

    Local Groups

    We have set up Facebook pages in all of our key areas. We will be using these to form local groups with residents views being sought this way.

     

  • Market Research

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    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.

     

    We have continued to develop point of service and satisfaction feedback using voice calling technology. We are trialling the use of an Interactive Voice Response (IVR) service and we plan to explore different content marketing options to encourage engagement including email newsletters, SMS alerts, social media campaigns and automatic calls.

     

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  • 11/04/2017

    Updated by Elesh Makwana on 11/04/2017 10:32:56

    Comment: Updated 'Local Focus' section.

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    Chapter titled "Local Focus" content changed.

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  • 26/05/2016

    Updated by Suzannah Robinson on 26/05/2016 12:21:45

    Comment: Updated following board review

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    Chapter titled "Overview" content changed.
    Chapter titled "Service Development" content changed.
    Chapter title changed from "Local Issues" to "Local Focus".
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  • 04/08/2015

    Updated by Suzannah Robinson on 04/08/2015 16:04:27

    Comment: links added

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    Chapter titled "Local Issues" content changed.

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  • 04/08/2015

    Updated by Jon Jackson on 04/08/2015 15:53:04

    Comment: Content updated

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    Document Cover Image changed from "residentvote.jpg" to "resident involvement new.jpg".
    Chapter titled "Overview" content changed.
    Chapter titled "Transparency" content changed.
    Chapter titled "Service Development" content changed.
    Chapter titled "Local Issues" content changed.
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  • 04/08/2015

    Updated by Jon Jackson on 04/08/2015 15:23:44

    Comment: Updated image

    Details: (show)

    Chapter titled "Overview" content changed.

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  • 29/04/2015

    Updated by Athanasios Protopapas on 29/04/2015 08:59:47

    Comment: Updated with new Resident Involvement Framework Recommendations agreed by Board

    Details: (show)

    Chapter titled "Overview" content changed.
    Chapter titled "Transparency" content changed.
    Chapter titled "Service Development" content changed.
    Chapter titled "Local Issues" content changed.
    Chapter titled "Market Research" content changed.

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  • 29/04/2015

    Updated by Sam Ryan on 29/04/2015 08:59:47

    Comment: updated document

    Details: (show)

    Chapter titled "Overview" content changed.
    Chapter titled "Transparency" content changed.
    Chapter titled "Service Development" content changed.
    Chapter titled "Local Issues" content changed.
    Chapter titled "Market Research" content changed.

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  • 03/09/2014

    Updated by Suzy Robinson on 03/09/2014 11:21:07

    Comment: updated Adactus500 figures

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    Chapter titled "Service Development" content changed.

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  • 03/09/2014

    Updated by Suzy Robinson on 03/09/2014 11:14:58

    Comment: links updated

    Details: (show)

    Chapter titled "Local Issues" content changed.

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  • 14/03/2014

    Updated by Suzy Robinson on 14/03/2014 10:52:52

    Comment: updated info on local support

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    Chapter titled "Local Issues" content changed.

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  • 28/02/2014

    Updated by Suzy Robinson on 28/02/2014 14:46:07

    Comment: updated content with 2014 info

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    Chapter titled "Transparency" content changed.
    Chapter titled "Service Development" content changed.

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  • 11/04/2013

    Updated by Brian Moran on 11/04/2013 16:40:50

    Comment: Removed incorrectly formated graphic.

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    Chapter titled "Overview" content changed.

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  • 10/04/2013

    Updated by Suzy Robinson on 10/04/2013 10:43:04

    Comment: added image

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    Chapter titled "Overview" content changed.

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  • 10/04/2013

    Updated by Suzy Robinson on 10/04/2013 10:37:35

    Comment: content updated following Feb 2013 review

    Details: (show)

    Chapter titled "Overview" content changed.
    Chapter title changed from "Governance" to "Transparency".
    Chapter titled "Transparency" content changed.
    Chapter titled "Service Development" content changed.
    Chapter titled "Local Issues" content changed.
    Chapter titled "Market Research" content changed.

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  • 09/07/2012

    Updated by Elesh Makwana on 09/07/2012 15:23:07

    Comment: Set the image to 100%.

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    Chapter titled "Overview" content changed.

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  • 06/03/2012

    Updated by Admin on 06/03/2012 10:11:49

    Comment: Revisions due to board approval of changes to Resident Involvement Framework during February / March 2012 board cycle.

    Details: (show)

    Chapter titled "Overview" content changed.
    Chapter titled "Governance" content changed.
    Chapter titled "Service Development" content changed.
    Chapter titled "Local Issues" content changed.
    Chapter titled "Market Research" content changed.

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  • 26/10/2011

    Updated by Admin on 26/10/2011 09:05:57

    Comment: Deleted additional section on local area panels as these are already covered in the article. Renamed introductory section to Overview in line with house style

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    Chapter titled "Local Area Panels" deleted.
    Chapter title changed from "Resident Involvement Framework" to "Overview".
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  • 26/10/2011

    Updated by Admin on 26/10/2011 09:01:27

    Comment: Improved section about access to external funding.

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    Chapter titled "Local Issues" content changed.

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  • 26/10/2011

    Updated by Athanasios Protopapas on 26/10/2011 08:37:29

    Comment: Added information for Community Funding along with external website links to access and register.

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    Chapter titled "Local Issues" content changed.

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  • 19/10/2011

    Updated by Suzy Robinson on 19/10/2011 15:19:30

    Comment: corrected typing error

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    Chapter titled "Resident Involvement Framework" content changed.
    Chapter titled "Local Issues" content changed.

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