We love hearing your feedback, as the residents living in the homes that we manage, and the communities that they make up, it is important to us that you feel like you have a voice that is being listened to.
Below are some great examples of how your feedback has helped to shape our actions and decisions.
You Said...
You citied health concerns as a major issue on some estates and one resident suggested a diabetic drop-in clinic.
We did...
A drop-in clinic was set up in partnership with the Queensway Matters Group, local charitable organisation Vineyard (who operate the Storehouse) and local GP (General Practice) surgery to deliver diabetic checks.
You Said...
You told us you don’t always feel safe living in your communities and that concerns about anti-social behaviour or even criminal activity can affect your ability to fully enjoy your homes and neighbourhoods.
We Did...
We asked ATF (Achieve, Thrive, Flourish) to start working in several areas of Southend with a focus on helping young people, who might have been at risk of causing problems in their neighbourhood, to get involved and make a positive contribution to their areas. Through volunteering and accessing training, these young people have developed new skills and have gone on to secure jobs and ‘pay it forward’ by sharing their experience with other young people.
You Said...
Residents in Shoebury told us you had concerns about County Lines
We Did...
We worked in partnership with ATF (Achieve, Thrive, Flourish) to hold Positive Future Course at Shoeburyness High School, including 1-2-1 mentoring support with young people at risk of exploitation by gangs.
You Said...
At the recent Tenants and Resident Involvement Group (TRIG) Meeting it was mentioned that residents don't know where to find training available to them, such as the TPAS and 4 million homes training available to social housing residents.
We Did...
We have since worked with the Communications Team and have added a section on the SEH website stating what training we can offer: Resident Training | South Essex Homes
You Said...
The Resident Engagement Team recently reached out to our Resident Advisory Panel (RAP) to gather their thoughts on the training opportunities provided by South Essex Homes for residents. We received an excellent response, with numerous valuable suggestions, including topics such as IT training, First Aid, learning English, Fire Safety, Recycling, and Health and Nutrition.
We Did...
In response to this, we have sourced a variety of free online courses for our residents, covering many of these areas. These courses are now accessible through the South Essex Homes website linked above.
You Said...
We need to ensure that our Resident Advisory Panel (RAP) represents the diverse communities within South Essex Homes.
We Did...
We conducted an equality analysis of the RAP and identified an underrepresentation of younger residents and residents from diverse ethnic communities, as well as an overrepresentation of disabled residents. In response, we have actively promoted the RAP to underrepresented groups to encourage wider participation and ensure that all resident voices are heard.
You Said...
Sheltered residents told us through satisfaction surveys and meetings with residents that you were becoming less satisfied with the grounds maintenance service and commented that the gardeners were leaving piles of grass everywhere and asked for this to be included in the service. Some residents also told us they would like to be involved in gardening and have small patches to maintain as it was beneficial to their well-being and mental health.
We Did...
When the Grounds Maintenance Service came up review, the contract was awarded to South Essex Property Services and collection of the grass cuttings was included. We have actively encouraged and supported residents who wish to take part in gardening in specific areas. As a result of these changes to the service, we have received positive feedback from residents.
You Said...
At one of our Sheltered scheme residents meetings, residents thought that having a welcome letter for new residents would be a good idea. We asked if they would co-design this with us as current residents have first hand experience and insights living in Sheltered accommodation.
We Did...
We are working with residents to design a ‘Welcome Letter’ that will provide an introduction to the Sheltered scheme for new residents helping them feel included and part of the community from the start. It will include details about communal areas, activities, and any support services. It will also include contact details for repairs and tenancy ensuring that residents know whom to reach out to with questions or concerns. We are working with residents in each scheme so that the welcome letter is tailored specifically to the unique characteristics of their scheme, ensuring that new residents receive relevant information that reflects their new community.
You Said...
More and more residents were wanting to buy a mobility scooter but they were not sure of the rules around owning and storing one in their Council home. This was a very important issue for many residents as having a mobility scooter allowed them greater independence but suitable storage and charging facilities are a challenge.
We Did...
The Disability Focus Group worked with SEH to create a policy and agree the application process for keeping a mobility scooter. We agreed that SEH would not refuse a resident permission to have a mobility scooter, as long as we are sure that it can be kept safely and would not put themselves or another resident at risk, particularly if there was a fire safety risk. The Focus Group also asked that we provide a customer friendly leaflet to explain the policy simply to anyone thinking of buying a scooter, which was produced and is available either in paper form or on our website.
You Said... The Income Focus Group recently reviewed the Specialist Income Management Service standard. During the meeting, attendees reviewed two separate documents and had a productive discussion, offering valuable suggestions for improvement.
The group recommended combining the two documents into one streamlined and easy-to-use version to improve transparency. Their feedback included important points and questions about the Income Management Service.
We Did... Following these suggestions, we have fully revised and merged the documents into one clear and easy-to-read version, incorporating the group's ideas. With the updated service standard document to be shared with the group at the next meeting. We always value and appreciate the group's contributions.
You Said... We need clearer records of key actions from focus group discussions to track progress and outcomes.
We Did... Start recording key actions in all focus group minutes to ensure transparency and demonstrate the outcomes of discussions, helping to drive real improvements.
You Said... The Disability and Carers Action Group requested to hold some meetings in sheltered schemes to help attract new members.
We Did... Share this request with the Resident Engagement Team, and in collaboration with the Chair, meetings were arranged in sheltered schemes, starting in February 2024.
You Said... Members of the Disability and Carers Action Group requested that, when meetings are held in sheltered schemes, a Resident Engagement Officer to attend if possible.
We Did... The Chair discussed this with the Resident Engagement Team, who agreed that, where possible, a Resident Engagement Officer will attend meetings in sheltered schemes
You Said... A resident from the Disability Group raised concerns that the noticeboards in their area were not well-maintained or kept up to date. They offered to assist in keeping the information current.
We Did... The Chair of the group passed this feedback to the Resident Engagement Officer, who contacted the resident. The resident has now been given a key and is actively helping to keep the noticeboard updated.
You Said... Members of the Disability Group living in sheltered schemes expressed that they are often unaware of when the Sheltered Housing Officer is in the office.
We Did.. The Chair of the group raised this with the Sheltered Housing Manager, who confirmed that a notice will be placed on the office door or window to indicate when the officer will be available.
You Said... Members of the Income Focus Group noted a decline in numbers since COVID and asked for support in promoting the group to attract new members.
We Did... Share an advertisement with the Resident Advisory Panel, resulting in an overwhelming response. New members will be attending the next meeting on February 25.
You Said... The group highlighted that some residents struggle to contact the office during the day due to other commitments, making it difficult to discuss their rent arrears.
We Did... Introduce a pilot scheme, allowing staff to make "out of hours" calls between 6 pm and 8 pm for those unable to call during normal working hours. The initiative was successful and has now been permanently implemented to help reduce arrears
You Said... Members of the Responsive Repairs Focus Group said that the welcome box would benefit from including a cleaning cloth.
We Did... Speak to the contractors, and the cleaning cloth has been added to the Welcome box for new residents.
You Said...
At one of our coffee mornings in Temporary accommodation, you spoke about the term ‘hostel’ and how it can evoke negative reactions. You preferred the use of ‘temporary accommodation'. You felt that residents entering temporary accommodation may carry a stigma associated with transient or temporary living situations.
We Did...
At the last South Essex Homes staff briefing, this was raised so staff were aware to be mindful of the language they use and to communicate in a way that respects residents' dignity which can help shift perceptions. We are sharing more positive outcomes and success stories from residents living in temporary accommodation. We have set up monthly coffee mornings, and held a workshop around positive affirmations for new art work in the communal lounge.
You Said...
At one of our coffee mornings in temporary accommodation, residents asked if the communal lounge could be painted so that there is a space for adults as well as children, somewhere to sit and relax.
We Did...
We reached out to one of our contractors, Bell Group, who were happy to start working on this project. We set up coffee mornings with the contractor and residents to discuss the paint colours, adult and children’s furniture options, layout and other elements of the communal lounge. We asked the children for their ideas and they have asked for a rainbow, and each child to have their handprint on the wall! We have held a workshop where residents worked together to create pieces that reflect their individual stories making the space truly represent the residents who live there. At the time of writing this, the redecoration is scheduled to take place in October 2024.