Focus Groups

South Essex Homes holds 'Focus Groups' with residents, to ensure that residents are involved in the work that we do.

The Focus Group meetings, which are held in different frequencies according to the need, give tenants the opportunity to have a say in service delivery and voice their opinion in an environment which ensures that the right people receive feedback from tenants and can adjust plans accordingly.

We combine face to face and online meetings across our focus groups, giving greater access to our residents in helping us shape our services.

Residents smiling and sat down at the Neighbourhood focus group meeting

At present, Focus Groups exist for the following service areas:

  • Disability & Carers
  • Income Management
  • Leaseholder
  • Planned Maintenance
  • Responsive Repairs, Gas, and Voids
  • Residents' Panel for Improvement
  • Residents' Complaints Review Panel
  • Editorial Board
  • High Rise Living 
  • Neighbourhood

The terms of reference and previous minutes for each focus group will be linked below as they become available. There is also a calendar available at the bottom of this page with all upcoming meeting dates, please keep in mind that some focus groups are currently closed to new members.

If you have an interest in any of these subject areas and would like to read previous minutes or find out more about getting involved, please contact the Resident Engagement Team via email to residentengagement@seh.southend.gov.uk.

Disability and Carers Focus Group minutes

The aims of this Focus Group are to make others aware that disabled people & carers are listened to and to help disabled people and their carers regardless of the age race, gender, ethnicity, sexual orientation, or disability.

The Group has been working with local youth groups to improve awareness of fire safety among children and young people. This work helps to make sure important safety messages are inclusive, accessible and reach a wider range of residents and families.

Terms of Reference:  Disability & Carers Action Group Terms of Reference [pdf] 2MB

Income Management Focus Group

Some residents who are keen to get involved are working with South Essex Homes to help improve services. They agreed to set up a Focus Group to look at issues around rent and payments. South Essex Homes understands that it is their responsibility to provide a clear and helpful service so residents can manage their rent accounts more easily.
 
Residents worked with our Specialist Income Management Team to develop practical tools to help residents manage their finances during ongoing cost-of-living pressures.
 
This included the creation of a budget planner and easy-to-read guides explaining what residents can do if they fall behind with rent payments. The group also organised and delivered a rent payment roadshow, helping residents better understand the different ways they can pay rent and access support. As well as improving engagement with income services, the roadshow also encouraged more residents from the local community to get involved in resident meetings and other engagement activities, helping us build stronger relationships and increase resident involvement in shaping our services.
 

Terms of Reference:  Income Management Focus Group Terms of Reference [pdf] 125KB

Leaseholder Focus Group minutes

The Leaseholder Focus Group has focused on increasing awareness and participation amongst leaseholders. To make involvement more accessible, the group introduced hybrid meetings that can be attended either in person or online. This has resulted in a increase in attendance, enabling more leaseholders to have their voices heard and contribute to service improvements.
Residents also developed an article for Insight magazine highlighting support available to leaseholders experiencing financial pressures, helping to raise awareness of the assistance available.

 

Planned Maintenance Focus Group minutes

Resident representatives are working with South Essex Homes to help improve services by involving residents more. They agreed to set up a focus group to look at issues around planned maintenance. The aim is to improve communication, make information clearer, involve residents more in decisions, work closely with South Essex Homes and their contractors, build better relationships, and make sure services offer good value for money.

Terms of Reference:  Planned Maintenance Focus Group Terms of Reference [pdf] 142KB

Responsive Repairs, Gas, and Voids Focus Group minutes

Resident representatives are working with South Essex Homes to help improve services by involving residents more. They agreed to set up a focus group to look at issues around repairs, gas servicing, and empty homes. The aim is to improve communication, make information clearer, involve residents more in decisions, work closely with South Essex Homes and their contractors, build better working relationships, and make sure services provide good value for money.

Residents worked alongside staff and contractors to develop a new void inspection standard. This standard is now used by South Essex Homes, Resident Void Inspectors and contractors when assessing whether an empty property is ready for a new resident.

The group has also continued to monitor progress against the Repairs Service Improvement Plan, helping to hold services accountable and ensure improvements are delivered.

Terms of Reference:  Repairs, Gas, Voids Focus Group Terms of Reference [pdf] 139KB

Residents' Complaints Review Panel

The Resident Complaints Review Panel has helped strengthen our approach to complaints and customer service. The panel reviewed complaint response templates and letters to ensure they are clear, easy to understand and written in an appropriate tone. They also challenged us to provide better assurance that staff are receiving the training they need, resulting in improved monitoring of mandatory training completion.

To improve accessibility, residents helped develop translated information posters covering key services, including complaints. These were produced in the five most commonly spoken community languages and displayed in community venues to help raise awareness of available support and services.

We do not publicly share the minutes of these meetings.

Terms of Reference: RCRP Terms of Reference 2025.pdf[pdf] 198KB

Neighbourhood Focus Group

residents sat around a table at the focus group meeting, residents are turned to the camera and smiling
In response to residents’ feedback, a new Neighbourhood Focus Group was created to look at anti-social behaviour (ASB), estate services and tenancy management issues. Residents highlighted confusion around the use of Ring doorbells and similar devices, particularly relating to privacy and use within shared spaces. As a result, we developed clear guidance for residents to help everyone understand how these devices can be used respectfully.
 
Residents also reviewed a new noise reporting app before it was introduced, helping to make sure it was easy to use, accessible and fit for purpose before being used.
 

Terms of reference: Neighbourhood Focus Group - Terms of reference.pdf[pdf] 72KB

Resident Panel for Improvements

The Resident Panel for Improvements has continued to shape service standards and policies across the organisation. Residents helped develop several service standards, including those relating to health and safety. They also reviewed our Damp, Mould and Condensation Policy and worked with us to create a set of frequently asked questions to help residents better understand the process.

The group also recommended improvements to our online repairs reporting service, supported the introduction of a self-repair guide for minor resident responsibilities and suggested a call queuing system for our freephone service to improve the customer experience.

Editorial Board

Residents sat at a table for the Editorial panel meeting, there are five residents picturedThe Editorial Board, made up of residents and South Essex Homes representatives, oversees and advises on the content of the Insight publication, the website, as well as posters and letters. Its role is to review drafts, provide feedback on tone, clarity, and relevance, and suggest topics to ensure all communications are engaging, transparent, and aligned with resident interests.

The Editorial Panel has continued to review and shape Insight magazine, helping us make it more engaging, resident-focused and less corporate. Building on this success, the group has expanded its work to support the development of easy-to-read guides and resident information materials, helping ensure our communications are clear, accessible and relevant.
 

Terms of Reference:  Editorial Board Terms of Reference.pdf [pdf] 84KB

High Rise Living Focus Group

Residents sat around a table in a meeting room, with a screen in the corner for hybrid meetingsA new High Rise Living Focus Group was established to support compliance with the Building Safety Act 2022 and Fire Safety Act 2021 and to help improve living standards across our high-rise homes. The group has already made a valuable contribution to the development of our Building Safety Resident Engagement Strategy, ensuring residents have a stronger voice in building safety matters.

 

 

 

 

 

 

 

Complaints Review Panel

Details

Please enquire for venue details - all locations central southend