Increasing engagement with our residents
In September 2024, the Board approved our new engagement framework called the “Voice of the Customer”, which provides more opportunities for residents to engage with us in a more effective and meaningful way.
This initiative offers various avenues for residents to get involved, allowing them to choose engagement options that best suit their preferences and needs. The outcome aims to improve how we gather, analyse, and act on feedback from residents on delivering better resident and estate services.
We are keen to build a more active IDS community and encourage our residents to become involved. If this sounds appealing to you, and you have some free time to dedicate to your neighbours and community, please visit the resident engagement section of our website for more information.
What we’ve done so far
Winter 2024 engagement campaign launch
We officially launched our engagement campaign in the winter of last year and reached out to every resident through letters and electronic communications, encouraging them to participate. We’re excited to report that over 86 residents registered their interest in being involved.
Engagement sessions
We held several sessions throughout November and December with the residents interested in getting involved. During these sessions, we presented the aims and ambitions of the Voice of the Customer engagement program. We worked together to establish key components such as the Terms of Reference, the Code of Conduct, and the remuneration process for those involved.
January 2025 appointments
We welcomed 14 residents as appointed “Guiding and Creative Voices” members, a strand of the engagement framework, representing developments including Nathaniel Court, Rebecca House, John Golding House, Imperial Avenue, Evelyn Court, Genas Close, and Navarino Mansions. This diverse representation ensures we engage with residents with various experiences and priorities. Their role and insight will be critical for our 12-month engagement project.
Appointed 16 new ‘voice of the customer’ framework members
In February 2025, we officially appointed 16 new members to our ‘voice of the customer’ framework. These representatives are from across the IDS portfolio and all have unique backgrounds and experiences. This will help us understand insights from various groups of residents and implement their views and observations into our service delivery.
Held a focus group to review our Corporate Strategy & EDI
In March and April, we completed a review of the draft corporate strategy and held an in-person focus group focusing on Equality, Diversity and Inclusion (EDI). This insight will help shape our new EDI strategy to ensure that we have residents’ experiences and opinions reflected in our co-created vision.
Reviewing our service standards
We will be completing a review of our service standards in April 2025, again this is to ensure that resident’s input is reflected in this document, rather than us as a landlord making assumptions about what our residents need and want.
Upcoming scrutiny projects
As part of our ongoing engagement, we have outlined a series of planned scrutiny projects for 2025, including:
- Consultation on draft service standards
- Tenant satisfaction trends and learning
- Complaints and lessons learned
- Review of Evo – repairs and maintenance
- Communications with residents
Throughout 2025, we will continue collaborating with our residents, who will have the final say on which spotlight reviews of services they feel should take priority. The importance of this collaboration ensures that our processes are inclusive and reflect our residents’ concerns rather than being shaped solely by us as the landlord.
Ensuring our residents’ voices are heard
We are committed to ensuring that the valuable insights gained through these sessions are shared. It is essential that the voices of our residents—along with their experiences, thoughts, and aspirations—are listened to and acted upon by our senior leaders and board members. We aim to collaboratively determine the most effective ways to keep our communications to the broader resident community transparent and current.
Next steps and opportunities for involvement
We have recently completed our review of the draft corporate plan, and we will publish the residents’ views and outcomes on our resident engagement and news pages.
We are still offering opportunities for residents to get involved. If you have any further questions or want to learn more about how you can participate, please reach out to housing@ids.org.uk. We’re always here to help and explore ways you can be a part of this exciting journey.
Thank you to all for your ongoing involvement!