Missed Grab a Cuppa with Kris on 15 November?
Message from Kris Peach, Executive Director of Extra Care:
Thank you to everyone who joined my first ‘Grab a Cuppa with Kris’ session last month. It was a great opportunity to share key updates with you and answer any questions you had. For those, who couldn’t attend we recorded the session, and it is available to watch on YouTube.
I appreciate that not everyone has access to a device they can join webinars on, so as promised in the last court newsletter, here is a summary of what I touched on during the session.
Resident survey feedback
In the summer, we asked for your feedback through our Resident Survey, which included Tenant Satisfaction Measures, and we now have the results. Overall, 87% of residents from Extra Care were satisfied with the service they received and there were lots of positive comments about residents feeling safe and secure. However, we recognise that there are areas where we need to make improvements and we will be looking at the common themes and how we can address them.
Going forward schemes with ten or more responses will receive its own set of results and hopefully, you should see these in your scheme very soon. We’re also going to share what we are doing in response to your comments, so you are kept in the loop. For those schemes that had less than ten responses, we will be working with them to help improve their engagement because it’s important we get as much feedback as possible.
Service charges consultations
These are taking place now, and you should have been invited to a meeting with either your Regional Manager or our Housing and Care Manager to discuss service charges. This year we will be talking about techniques to help reduce costs in your scheme. I encourage you all to get involved in these discussions where you can as they will influence next year’s budget.
Extra Care Resident Forum
One of our residents Ian has set up an Extra Care resident ambassador forum - a group of resident ambassadors from schemes across the country. They’ve been helping us improve communication with residents, provide more clarity of service charges, review the welcome packs to help our new residents navigate their first few weeks with Housing 21 and much more.
If you are part of a Resident Association, please get in touch via email: Kris.peach@housing21.org.uk. The Extra Care Resident Forum would love to speak to you about the challenges you are seeing and ensure it’s represented back to Housing 21.
If you are part of a Resident Association, please get in touch via email: Kris.peach@housing21.org.uk. The Extra Care Resident Forum would love to speak to you about the challenges you are seeing and ensure it’s represented back to Housing 21.
Save the date: Grab a cuppa with Kris in 2024
My plan is to hold these sessions every three months and we already have next year’s dates in the diary. We will send out the link to join the meeting nearer the time, but in the meantime please save these dates:
- Thursday 22 February, 2pm
- Tuesday 28 May, 10am
- Wednesday 14 August, 12noon
- Monday 18 November, 3pm
