United House - Resident Liason

One of the biggest changes in Social Housing provision brought about by the Egan revolution has been Residents coming in from the cold. No longer are Residents simply the passive recipients of whatever the landlord may care to provide. Residents now have a voice, choices and responsibilities…

As an early pioneer of Resident Liaison, we have had long experience of working with Residents and so not only understand the fundamental differences between Resident Liaison and Resident Empowerment, but are equally at home with both.

STOCK TRANSFERS
Arguably, no other aspect of Social Housing provision has brought Resident Empowerment more sharply into focus than the programme of Stock Transfers. Regardless of size or location, all transfers are ultimately dependent upon the Residents voting in their favour and it is therefore vital that contractors are brought in right at the start. We have the resources to make and keep this early commitment and experience has demonstrated the advantages of the early approach. We make sure we are represented at Resident and Tenant meetings, that Residents are kept fully informed of proposals as they are developed and that not only are their views sought but are acted upon. Where possible, we hold workshops to explain not only what we can offer but also the parameters within which all parties must act.

RESIDENT PANELS
In the last year, the role played by Residents in both refurbishment and regeneration projects has steadily grown and their views are now an established element in the awarding of many contracts. We welcome this elevation of the Resident to the position of Customer and believe that it has the potential to raise standards even further.

CHOICE
We offer residents a range of choices (paint finishes, kitchen units etc.) depending on the scope of works planned. Typically, having agreed the range of choices to be made available with the Client, they are discussed with the Residents Association prior to consultation starting and with individual Residents during the initial consultation period before works start.

RESIDENT LIASON OFFICERS
The Resident's main point of contact with us is obviously the Resident Liaison Officer - but ours are slightly different to the norm. If the Resident is to be truly empowered then, logically, we believe that their main point of contact must have the authority and training to address their questions and concerns directly and immediately. Our RLOs can do just that.

Contact Sonia Ennals, Head of Customer focus

As an early pioneer of Resident Liaison, we have had long experience of working with Residents and so not only understand the fundamental differences between Resident Liaison and Resident Empowerment, but are equally at home with both.

STOCK TRANSFERS
Arguably, no other aspect of Social Housing provision has brought Resident Empowerment more sharply into focus than the programme of Stock Transfers. Regardless of size or location, all transfers are ultimately dependent upon the Residents voting in their favour and it is therefore vital that contractors are brought in right at the start. We have the resources to make and keep this early commitment and experience has demonstrated the advantages of the early approach. We make sure we are represented at Resident and Tenant meetings, that Residents are kept fully informed of proposals as they are developed and that not only are their views sought but are acted upon. Where possible, we hold workshops to explain not only what we can offer but also the parameters within which all parties must act.

RESIDENT PANELS
In the last year, the role played by Residents in both refurbishment and regeneration projects has steadily grown and their views are now an established element in the awarding of many contracts. We welcome this elevation of the Resident to the position of Customer and believe that it has the potential to raise standards even further.

CHOICE
We offer residents a range of choices (paint finishes, kitchen units etc.) depending on the scope of works planned. Typically, having agreed the range of choices to be made available with the Client, they are discussed with the Residents Association prior to consultation starting and with individual Residents during the initial consultation period before works start.

RESIDENT LIASON OFFICERS
The Resident's main point of contact with us is obviously the Resident Liaison Officer - but ours are slightly different to the norm. If the Resident is to be truly empowered then, logically, we believe that their main point of contact must have the authority and training to address their questions and concerns directly and immediately. Our RLOs can do just that.

Contact Sonia Ennals, Head of Customer focus