Thank you to everyone who joined our ‘Catch up over Coffee’ session in May. In this session, I was joined by senior leaders from Extra Care and together we shared key updates on our Extra Care priorities, care satisfaction results and the Extra Care Residents’ Forum.  

If you missed the session, the recording is available to watch back on YouTube

Here’s a short summary of what we covered during the session.   

Retirement Living strategy priorities  

We have recently reviewed our priorities and have introduced five new ones for this year:   

1. Quality and consistency: Our schemes will provide a safe and secure environment for our residents, and our employees will provide a professional service by being knowledgeable and engaging with residents.   
2. Growth: We will develop more schemes, led by evidenced-based demand, and develop a clear vision of the Retirement Living offer and its benefits.  
3. Future of Retirement Living: We will learn from research, other communities and organisations to create a sustainable and innovative future for Retirement Living.   
4. Supporting our residents: We will support employees and residents to enhance the wellbeing and quality of life for all in our communities.  
5. Investing in our employees: We will invest in leadership and development, unlocking potential to ensure quality and consistency and creating effective teams.   

Changes to the Complaints Handling Code 

The Housing Ombudsman has reviewed the Complaints Handling Code, and we wanted to share what this means for you. The most significant change is the removal of the informal complaint stage, now we have a Service Request or a Stage One Complaint, both of which must be logged on our complaints system.   

We see complaints as a really positive way to learn lessons and we want to make it easy for residents to complain. At your schemes, you will find leaflets and posters with details on how to complain and your Local Housing Manager is there to support you.   

It’s important that all employees can respond to complaints positively, so we have a standard objective and training for all of our employees to ensure they are aware of the Complaints Handling Code and how to respond to it effectively.   

You can find out more about our complaints process on our website or by speaking to your Local Housing Manager.

Join the next ‘Catch up over Coffee’ session 

The next session will be held on Wednesday 14 August at 3pm 

You will be able to join the meeting here.