Missed Grab a Cuppa with Kris on 22 February 2024?
Message from Kris Peach, Executive Director of Extra Care:
Thank you to everyone who joined my ‘Grab a Cuppa with Kris’ session in February. It was a great opportunity to share key updates with you, but don’t worry if you missed it, 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 here is a summary of what I touched on during the session.
Resident survey feedback
In the first ‘Grab and Cuppa with Kris’ session, I updated you all on the results of our Resident Survey. We now have the Care Satisfaction Survey results, and they show that overall, 94% of residents who receive care are satisfied with the service. The target is 95% so we still have some improvements to make, and we will be looking at how we reach that target in the coming months.
After further analysis of the resident survey, we identified four: complaints, service and facilities, value for money and communication which will we focus on going forward. In terms of the next steps, every Extra Care scheme will have its own individual action plan and we are aiming to have these plans drawn up by March.
Rent and service charges
You should have received a letter explaining the increased rent and service charges. If you are concerned about any of the charges or cost of living in general, please speak to your Local Manager. We do have initiatives that can help, such as the Helping Hands Fund which offers grants to those in need and offers support to access benefits.
60th Anniversary
This year Housing 21 celebrates its 60th anniversary as a Housing Association. We’ve got lots of opportunities for you to get involved and we’re encouraging each scheme to hold a summer celebration between May and September to mark this momentous occasion. There is also a photography competition, showcasing Housing 21 life through the resident lens. Please do get involved – we would love to hear from you if you are celebrating your 60th birthday or diamond wedding anniversary.
More information about our celebrations can be found on our website:
Extra Care Resident Forum
Our Extra Care Resident Forum, led by Ian Devereux, is working with us to make improvements including supporting regional managers to improve communications with residents, and clarifying the service charge information and looking at how we can present that back to residents.
I’m really proud of the forum, they do some great work with us and are holding us to account to make sure we get things right for our residents. If you would like to find out more about the resident forum or you have any questions for them, please get in touch via email and I’ll pass that on to Ian and the forum.
Save the date: Grab a cuppa with Kris in 2024
Make sure you save the dates of my upcoming sessions in your diary.
- Monday 18 November, 3pm
We will send out the link to join the meeting nearer the time
