Speaking out & being heard
At Hanover, we believe residents are the best people to tell us what works well and where we can do better. There are a number of ways that residents can have their say:
Intouch is a group of Hanover residents who volunteer to tell us their views about our services, making suggestions and letting us know what they think about new ideas and initiatives. As an Intouch member, you decide how much or how little you want to be involved and this is all done from the comfort of your home – there are no meetings to attend.
Twice a year we enter every member of Intouch into a prize draw, with one lucky winner receiving £50 worth of gift tokens. If you’d like to join Intouch then simply fill out a registration form and hand it to your estate manager. You can also email your completed application form to firstname.lastname@example.org.
Local estate meetings
Estate managers regularly hold local meetings or coffee mornings to listen to residents’ views. These meetings tend to be informal, and tenants and homeowners can bring up any topic they want to talk about. In many cases the estate manager will be able to take immediate action. Or if meetings or coffee mornings aren’t your thing, you can talk to your estate manager privately at any time, just contact them to make an appointment.
If we're considering making changes to the way we do things or are planning on introducing a new service, we often organise consultations at estates to gather a wide range of views. These consultations are usually led by estate managers or housing managers and can involve groups of residents or individuals. We will inform you about them at the time.
We welcome feedback and complaints from residents. Feedback is invaluable because it helps us to improve the way we do things and the services we offer. We will always try to resolve any issues you have before they become cause for a formal complaint.
Your estate manager is your first point of contact if you ever have a concern or a complaint about your property, estate or a service we provide. They will be able to look into the problem and try to put things right for you as soon as possible.However, if you find you cannot resolve a problem with the help of your estate manager please let us know, you can find out more by reading our Complaints helpsheet.
You can also contact us on 01480 475069 or via email to email@example.com.
Times are changing; we want to make it easier for all residents to tell us what they think. We will explore how we can use new technology to engage with residents. We will offer opportunities to provide feedback when residents naturally have contact with us and we will find ways to increase resident to resident engagement. (We will still offer the more traditional methods of engaging with us too, such as face-to-face meetings, telephone and written contact.)
Ideas for new ways of engaging that will be developed over the next few years are:
- A Resident Listener Scheme – This will allow residents who may struggle to engage without support to talk to another resident who will pass on their views
- A suggestion scheme
- Anniversary card feedback - thanking residents for choosing Hanover and asking for feedback about our services after residents have lived at a Hanover property for a number of years, perhaps on their 1 year, 5 year and 10 year anniversaries
- Petitions Scheme - if a certain number of residents sign a petition, our Senior Management will provide a response
- Resident Translators – residents who are willing to assist residents for whom English is not their first language