Resident Involvement Toolkit Issue 1 | Page 27

Success, Satisfaction and Scrutiny: the Resident Engagement Toolkit Other involvement options:  zz Mystery shopping: residents can volunteer to test compliance with our customer service standards zz Green ambassadors: residents can become local advocates for reducing environmental impact zz Estate inspections: residents can join their housing officers, estate services teams and others in the local community to identify how their neighbourhood can be improved zz Resident monitors: following training, residents can volunteer to post-inspect repairs and home improvements in conjunction with a Technical Inspector. Their role in reality-checking customer service was recognised at the 2015 Customer Scrutiny Inspection Awards. zz Membership of asounding board: residents can become part of a 1,000+ strong ‘Your View’ panel to which we send draft polices and strategies for comment zz S  ingle Action Groups: residents can take advantage of our community grants scheme to set up their own ‘Single Action Group’. These are groups founded to resolve a specific issue and are typically disbanded once they’ve done so. Such groups can be an effective form of engagement for residents wanting to get something changed / fixed, but not wanting to commit to more regular involvement zz Resident Associations: we support residents to form their own associations. Some are borne out of Single Action Groups as residents see the potential for shaping services zz Surveys: residents can take part in short adhoc surveys about new services or policies at community events, on their doorstep or over the phone. We also conduct over 10,000 general satisfaction and transactional (e.g. to review a recent repair) telephone surveys annually zz Comment cards: residents can leave feedback online or fill in a comment card available at our local offices or on request through the post. 27