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Improvements made
Our In March 2022, our resident-led scrutiny panel made significant strides in holding the board and managers accountable, resulting in increased transparency and more effective decision-making. This panel's impact was profound, leading to the implementation of a feedback loop to address resident concerns promptly, the introduction of quarterly performance reviews to ensure accountability, and the adoption of more inclusive policies based on resident input.
By October 2022, we leveraged customer data to gain a deeper understanding of residents' needs and expectations, allowing us to tailor our services more effectively. This data-driven approach has enabled us to identify and prioritize key areas for improvement, ensuring our services are more responsive and aligned with resident preferences.
Throughout 2023/24, we continued to transform resident engagement through ongoing collaboration with our scrutiny panel and the council. Our new initiatives, including additional scrutiny panels, regular training sessions, enhanced communication channels, and new collaboration platforms, have fostered a stronger, more connected community. These efforts have continuously enhanced our engagement strategies, ensuring that resident voices remain at the heart of our decision-making process.
Together, we are building a community where every resident feels heard, valued, and empowered.
Challenges faced
During the 2023/24 period, we faced several challenges in our efforts to enhance resident engagement.
Communication barriers
Ensuring clear and effective communication with all residents was a significant challenge. We had to address language differences, varying levels of digital literacy, and accessibility issues to ensure everyone could participate.
Resource constraints
Implementing new initiatives and maintaining existing ones required substantial resources. Balancing budget limitations while striving to improve services was a constant challenge.
Resident participation
Encouraging active participation from all residents was difficult. Some residents were hesitant to engage due to past experiences or a lack of trust in the process.
Data management
Collecting, analysing, and utilising customer data to tailor services effectively required robust data management systems. Ensuring data privacy and security while leveraging this information was a complex task.
Adapting to change
Both residents and staff had to adapt to new processes and technologies. This required ongoing training and support to ensure smooth transitions and effective implementation of new strategies.
Despite these challenges, our commitment to fostering a stronger, more connected community remained unwavering. We continuously sought innovative solutions and worked collaboratively to overcome these obstacles.