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The real value of the resident voice

Introducing…. the brand new Connect Commitments! After a full scale review, this new set of local offers is better than ever – simple, easy to understand, and most importantly, designed by residents.

You’re probably thinking, “what even are the ‘Connect Commitments’?”. Put simply, they are a set of promises on the services we deliver. They may be about the timescales repairs are completed in, or the way we communicate changes in services. They are there so residents know what to expect from us. It means we are held accountable when we’re not up to scratch, and can put things in place to improve if we need to.

We know it might sound like a box ticking exercise, but we are really passionate about making sure that the resident’s voice is represented at the heart of everything we do. It’s important to us that what we do works for the communities we serve.

The new Commitments

The new commitments are focused on ‘Repairs’, ‘Planned Maintenance’, and ‘Value From The Services You Pay For’.

Why did they change?

Tenant Engagement Officer, Lisa Stead, who lead this review, said:

There’s no point having a suite of commitments that are outdated and don’t reflect what is truly important to our residents.

The 3 new commitments are fresh, relevant and most importantly, they are meaningful. They are a true representation of the things that are important to our residents.

The process

Firstly, we sent a survey to over 2000 households about what was important to them. Residents that responded were also offered the opportunity to come and be part of a focus group, where they took a look at the results of the survey and formed ideas on what the new set of commitments should be. They were then reviewed by our board and the Service Improvement Forum.

We spoke to resident, Jai-Ana Simon, about her involvement in the Connect Commitments…

Led by residents from start to finish, the review is a great example of social housing residents influencing their landlord. We hope to offer more opportunities like this in the future. Keep an eye on our ‘Get Involved’, Facebook and Twitter as this is where we post these opportunities.

Why is this important?

We could speak all day about why we think the commitments are so important, but we thought that Jai-Ana’s words summarised this perfectly:

This is our homes, this is where we live, and we’d like to know that if something does go wrong you can get it fixed. It’s a trust thing as well…my daughter’s renting from Connect as well and it was nice to know that she’s going to be OK.

If you’ve got reasons to complain or you’ve got an issue with Connect, they are there to hear you out so take the opportunity to do so. Be a part of it to fix it.

Click here to view the Connect Commitments.

If you think you’d like to get involved with Connect, simply email or give us a ring on 0300 5000 600.

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Connect Housing Association Limited is a charitable association registered in England and Wales under the Co-operative and Community Benefit Societies Act 2014 (Company No. IP17445R) and with the Regulator of Social Housing (No. L2285).

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