Involvement Week 2024

Elim is pleased to be celebrating Involvement Week 2024- a new TPAS initiative created to celebrate all forms of resident involvement. Taking place between 14-18 October 2024, the event builds on 4 years of Scrutiny Week, broadening its scope and ensuring that the influence of residents is felt at every level of the social housing sector.

With the introduction of the updated Consumer Standards and the Tenant Satisfaction Measures in 2023, resident involvement is front and center across the social housing sector.

We launched our Elim Customer Experience Strategy in April this year with an aim to increase and improve the opportunities for our residents to provide feedback, influence and shape the design of the services they receive.

This has already led to an increase in the number of residents choosing to become more involved with Elim. Here are some of the activities and opportunities for resident involvement from the last six months:

• We held our last quarterly ‘Ask Elim’ event in June. Held via Zoom, customers were able to ask questions and to share their thoughts on what Elim is doing well, or what they feel can be improved.
• 16 residents took part in a 'Mystery Shopper' style exercise, to help highlight areas where we can make service improvements for every single one of our residents.
• We published our most recent ‘You Said, We Did’ performance data, which is available to read here.
• We recruited 2 residents into our new Customer Scrutiny Group which is due to launch soon – recruitment is still open.
• Our Customer Engagement Officer visited 11 general needs properties, 9 support schemes and 6 Elim Gypsy and Traveller sites to talk to residents directly about the services we provide and how they can get involved.
• We heard that residents wanted to know about up-coming activities. Our customer engagement calendar sets out involvement activities coming up throughout the year.

How else can I get involved?

Resident participation is a continuous process, and we are always keen to welcome new participants to work with us to help shape our services in a way that feels comfortable for them. We also understand the importance of identifying barriers to resident involvement and helping to overcome these.

Some of the practical solutions we offer to encourage resident involvement includes, financial reimbursement for any transport or childcare costs residents might incur when travelling to or taking time out for a meeting. We make involvement opportunities available both in person and virtually, using channels such as zoom for people who cannot travel. We are also committed to providing training and support where required and facilitating access to IT equipment if needed.  

Join our Customer Services Committee

We want to ensure that our customers’ views and insight inform decision making at every level in the organisation and we are currently seeking to appoint up to two Elim customers as members of our new Customer Services Committee.

No previous committee or Board experience is required for this role, and we will provide you with the training and induction you need. Find out more about this role and how to apply here.

You can choose to get involved with Elim and have your say about the services we provide in a number of ways which are listed here. Alternatively, please email our Customer Engagement Officer, Georgie at G.Gigg@elimhousing.co.uk.