The people who live in our homes are in the best position to tell us what it is like to receive our services.
Resident engagement is how we give residents opportunities to share their experiences, influence our services and help us understand what is working well and what could be improved.
There are different ways to get involved. You can choose the opportunities that interest you and how much time you want to give. Tell us if you’d like to get involved by emailing residentengagement@innisfree.org.uk
We want resident engagement to help us understand residents’ priorities and experiences and use what we learn to improve our services.
Our approach to engagement is set out in our Resident Engagement Strategy and Roadmap, which sets out how we will develop resident involvement and the opportunities available for residents to influence our work.
We use different methods so that involvement is not limited to one group or one type of activity.
These include:
You do not need to make a long-term commitment to have a say. You can choose to get involved in ways that suit your interests, circumstances and the amount of time you have available.
For example, you can:
You can take part in one activity without committing to others. If you are interested in finding out more, email residentengagement@innisfree.org.uk
Our Involved Residents Group gives residents an opportunity to engage more regularly with Innisfree.
The group provides a space to hear about our work, discuss services and performance, share residents’ views and speak directly with Innisfree staff. Involved Residents may also have opportunities to meet senior managers and members of our Board and contribute their views to areas of our work.
You do not need specialist knowledge or previous experience to get involved. We are interested in your experience as an Innisfree resident. If you would like to join, email residentengagement@innisfree.org.uk
We hold resident forums to give residents opportunities to discuss issues affecting their homes, blocks, estates and communities.
Before local forums, we ask residents what matters to them and which issues they would like to discuss. This helps us shape the meeting around local priorities. Topics might include repairs, communal cleaning, estate management, antisocial behaviour, safety, waste and recycling, parking or other issues residents want to raise.
After meetings, we want residents to be able to see the issues raised and what action has been agreed or taken. If you would like to take part, email residentengagement@innisfree.org.uk
We consult residents when we want their views on relevant policies, services or proposals.
Residents who have asked to take part in engagement can be sent consultation information directly, and opportunities may also be advertised through our resident communications. You can tell us what you think and your feedback will be considered before the relevant proposal or document is finalised.
Our Consultations page explains how our consultation process works and provides information about consultation activity and outcomes.
Estate inspections are an opportunity to look at the condition and management of communal areas and identify things that may need attention. Residents may be invited to take part in inspections alongside their Housing Officer. This gives you an opportunity to highlight issues in your block or estate and discuss local priorities directly with us. If you would like to join an estate inspection email us at residentengagement@innisfree.org.uk
We carry out Tenant Satisfaction Measure surveys to understand residents’ views about their homes and the services we provide. The results help us understand where residents are satisfied and where improvement may be needed.
Where residents who are dissatisfied have agreed that we can contact them, we may follow up their feedback to better understand what happened and whether further action is needed.
We publish our Tenant Satisfaction Measure results so residents can see how we are performing.
We use feedback from engagement activities alongside complaints, satisfaction information, performance information and other evidence to help us understand residents’ experiences and identify areas for improvement.
Depending on the activity, feedback may help us:
Where we consult residents on a specific proposal or discuss issues through a resident forum, we will aim to keep the feedback and resulting action together so residents can see what was raised and what happened next.
Resident engagement should lead to more than simply collecting comments.
Resident views help inform our organisation at different levels. Information from resident engagement and satisfaction is shared through our governance arrangements to help senior managers and our Board understand residents’ experiences and priorities. There may also be opportunities for involved residents to engage directly with Board members.
We want engagement opportunities to be accessible to our residents. If you would like to take part but need information in another format, communication support or a reasonable adjustment, please tell us.
Depending on the engagement activity, there may also be different ways to contribute, such as in person, by telephone, online or by providing written feedback.
You can tell us that you would like to hear about opportunities to get involved. You don’t need to know which activity you want to take part in before contacting us.
Email: residentengagement@innisfree.org.uk
Telephone: 020 7625 1818
We will let you know about relevant opportunities to share your views and get involved.
John Delahunty, CEO of Innisfree, has co-signed a letter to the new
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