Your Home, Your Voice, Your Choice leaflet

www.stockporthomes.org

“What is CustomerInvolvement?”

Customer Involvement is what happens whencustomers tell us what they think about the services theyreceive and have a chance to influence the decisions thataffect their home and neighbourhood.

In order for Stockport Homes to improve the services weoffer to you, we need to know what you think. There aremany ways to help make this happen and this leafletwill give you brief details of the options available. Youcan choose to be involved as little or as much asyou like depending on your own interests and thetime you have to spare.

We’re here to help youStockport Homes has a Customer InvolvementTeam dedicated to helping you get involved in anyway you choose. We will be happy to provide youwith information, advice, support and development.We offer training where necessary and we willreimburse out-of-pocket expenses, we can also helpwith taxis for people with mobility needs andchildcare or carers’ costs.

Contact us on:Telephone: 0161 474 2862Email: customer.involvement

@stockporthomes.orgText: 07891 949 399Fax: 0161 480 4358

Customer Involvement Your Home, Your Voice, Your Choice2

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“I would like to do something,but I don’t know what!”

The homebirds pages 5-7Customer Readers’ Group, Post andTelephone Surveys, Comments,Compliments and Complaints (includingon-line), Mystery Shopping TelephoneCalls and Email Surveys.

The locals pages 8-11Block Champions, EstateWalkabouts, Area Forums, Tenantand Resident Associations and theAnnual Customer Event.

The advisors pages 12-15Working Groups, Customer ActionGroups, Hot Topic Meetings, VIPs andthe Customer Newsletter Editorial Team.

The investigators pages 16-17Quality Panel (Mystery Shopping, PeerReview, visits / reality checking andreviewing of documents).

The decision makers pages 18-20Stockport Tenants’ Federation,Stockport Homes’ Board and theComplaints Appeal Panel.

Customer Involvement Your Home, Your Voice, Your Choice

There are lots of different ways you can have your say andwe’ve grouped them together to make it easier. Some youcan do from home and take a small amount of your timeand others require more commitment. It’s up to you!

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“Involvement is your chance to

have a say andmake a difference”

The clocks give you an idea ofhow much time is needed fordifferent activities. The moreclocks you see, the moretime is needed.

You will see some clocks used throughout this leaflet, whichtell you how much time the activities will take.

Key to symbols

Whether you can spare a fewminutes or would like to be a little

more involved, its entirely up to you.

You choose how much or how littleyou would like to take part.

Do you find that you can’t get outmuch or do you like to make adifference from the comfort of yourown armchair? If this sounds likeyou then the homebirds mightbe just what you’re looking for.

5Customer Involvement Your Home, Your Voice, Your Choice


Customer Readers’ Group

If you enjoy reading and want to keepup-to-date with new information we produce,then you can join the Stockport Homes’Readers’ Group. Members read over any newdocuments we are producing to make surethey are customer friendly and easy to read.If you are happy with them, they are given thecustomer approved logo.

Comments, Compliments and Complaints

We welcome your feedback and would like you to tell us about the goodservice you have received, or if you have a particular concern or issueyou would like us to look into. Compliments, comments and complaintshelp us to identify where we need to improve and what we are doingright. Customer feedback cards are available from Area Housing Officesand the Housing Information Centre at 1 St. Peter’s Square. You canpost them back to us free of charge or complete them on StockportHomes’ website.

Mystery ShoppingTelephone Calls

You can use your telephone to call StockportHomes’ numbers to find out how good we areat answering your queries. We can supply youwith a brief form to give us your feedback andwe will always keep you informed about howthis has improved the service.

Post, Telephone and Email Surveys

We will send you a postal survey which you can complete and return in apre-paid envelope or we will carry out a survey with you over thetelephone or you can take part in an online survey on our websitewww.stockporthomes.org

This is a good way to give your views if you don’t have much time tospare or find it difficult leaving your home.


“I love doing this! It’s like using a fresh pair of eyes. Welet them know what should be where. You get to see thepublications before everyone else, it’s really great.”Member of the Customer Readers’ Group.


Do you like to get out and about inyour neighbourhood? If the answeris yes, then the locals might befor you. Be a part of somethinggreat and make a difference towhere you live.


Estate Walkabouts

Get together with area housing staff to inspectthe area around your neighbourhood, identifyany problems and agree actions andtimescales for solutions. You can look at otherareas as well as your own.

We will keep you informed about the changeswe have made as a result of you taking part.

Area Forums

Regular Forums are held in the East and Westareas of Stockport and give you the chance tofind out what is happening in your area. It isalso an opportunity to influence how money isspent on improvements where you live. You willhave the chance to meet other people in yourarea and talk to housing staff to find out howwell we are working for you.

“I love the Estate Walkabouts. You get the chance to seethe parts of estates that you wouldn’t normally do andmeet new people in your community.”Estate Walkabout participant.


Tenant and Resident Associations

There are a number of Tenant and Resident Associations acrossStockport and these are a great way to get together with yourneighbours, discuss any problems affecting your area and makesuggestions for how these can be resolved. Some groups are lessformal than others and if there isn’t a group in your area already then wecan help you to set one up. We can provide a start-up grant, supportand training.

Annual Customer Event

Each year Stockport Homes holds an event forall its customers. This can be a fun andinteractive conference at a central locationsuch as Stockport County’s Banqueting Suiteor a Road Show visiting different locationsaround Stockport. These give you the chanceto meet staff at all levels and get answers toyour questions. Come along and join us, we’dreally like to see you there.


“There is only one way to improve your area.Get involved and work with Stockport Homes.”Area Forum attendee.

Block Champions

If you would like to represent the flats or theroad where you live, then becoming a ‘BlockChampion’ may be for you.

You would feedback important information toyour neighbours and report issues relating tocommunal areas such as the cleaningstandards or broken entrance locks.

You will receive support and valuable training tohelp you get the most from this important role.

Why just keep your thoughts toyourself? Come along to one of thecustomer groups and share themwith others. By taking part in theadvisors activities, you can reallyhelp shape services for the future.



Working Groups

Customers get together on a regular basis todiscuss issues that affect a particular project orarea of service. These groups include:• Sheltered Housing Working Group (SHWG)• Temporary Accommodation Expert Panel(TAEP)

• Focus On You – made up of customersof the Resettlement Service.

Stockport at home CustomerEditorial Team

Stockport at home is our quarterly borough-wide customer newsletter which keepscustomers informed about Stockport Homes’services and activities. As part of the EditorialTeam, you would go through the newsletter tomake sure it is easy-to-read.

“The Customer Action Groups give you a chance to giveyours views, hear other people’s ideas and meetlike-minded people.”Member of a Customer Action Group.


Hot Topic Meetings

These are one-off meetings on different topics that may be a matter ofconcern to many customers. This is a great way to share your views withothers.

Customer Action Groups (CAGs)

CAGs are made up of customers andStockport Homes’ staff who work together toimprove services by regularly reviewing policiesand procedures, and making sure all ourservices are customer-focussed. These groupscover a wide variety of service areas including:• Customer Involvement• Diversity and Access• Income Management• Leasehold Management• Tenancy and Estate Management• Stock Investment and Repairs• Anti-Social Behaviour.


“Don’t just moan, help make a difference.”Customer Action Group attendee.

VIPs

Are you aged 18-25 and livein a Stockport Homes’ property?

Would you like us to:

• Arrange a free session where you can learnnew and exciting skills?

• Enter your details into a free draw for somegreat prizes such as an ipod?

• Organise a free social event such as ameal or trip where you cantell us what you would like to do in the future?

All we ask is that now and again you let us know what you think byhelping us with a survey or getting together to chat to like-mindedpeople your own age about the things that matter to you. You can bringa friend along and make some new ones too!

Stockport Homes will pay for any reasonable out-of-pocket expensessuch as bus fares and childcare (full details are available from theCustomer Involvement Team).

If you would like to find out more, then we’d love to hear from you.So please contact Customer Involvement on 0161 474 2862 oremail us at [email protected]

Are you a bit of a SherlockHolmes? You could investigate theservices we provide and tell uswhat you’ve found. If this soundslike you, then you might enjoy oneof the investigators activities.



Quality Panel

The Quality Panel is a group of customerinspectors that inspect services in various wayssuch as:• Mystery Shopping - Customers can test arange of Stockport Homes’ services throughvisits and phone calls by acting as a‘Mystery Shopper’. You will be given trainingand expenses. It can be done from thecomfort of your home and doesn’t have totake up a lot of your time.

• Peer Review – Pairing up with anotherorganisation to inspect each other’sservices.

• Visits to Area Housing Offices to check onthe service.

• Reviewing customer documents to ensurequality.

• Estate Walkabouts to highlight any areas ofconcern in neighbourhoods. Please noteyou do not have to be a member of theQuality Panel to take part in an EstateWalkabout.

Any customer can join the Quality Panel.

“It’s great meeting different people, and to have thechance to see what is going on at Stockport Homes.”Member of the Quality Panel.


Do you like to speak up for otherpeople, helping their voices to beheard? If the answer is yes then thedecision makers might just befor you. The activities in this sectionhave a great impact on the futureof Stockport Homes.


Complaints Appeal Panel

The Complaints Appeal Panel is made up oftwo trained customers who, along with aService Director assess complaints that havebeen taken through the two stages ofescalation but still have not been resolved tothe customer’s satisfaction. They review all theinformation and agree a final written response.

Stockport Homes’ Board

Stockport Homes’ Board ensure that theorganisation is meeting the missions and aims.Of the 13 members on the Board, five aretenants. The Board meets five to six times ayear and members of the public can attend.However, only members of the Board will beallowed to speak or vote at the meetings.

“Being on the Stockport Homes’ Board, you are able tomake a real input into the decisions that are made andyour views are listened to.”Member of Stockport Homes’ Board.


Stockport Tenants’ Federation

The Federation is made up of representativesfrom the Tenant and Resident Associations(TRAs) across Stockport and co-optedmembers from areas without TRAs. They workin partnership with Stockport Homes andStockport Council to improve life for tenantsand leaseholders and meet once a month. TheFederation is based at our customer resourcecentre which is available for use by allcustomers of Stockport Homes.

Customer Resource Centre

The customer resource centre is manned by the Stockport Tenants’Federation and is available to all Stockport Homes’ customers foraccess to extra help and advice about the services you receive andcomputer and internet facilities. The centre is located at 3, RatcliffeTowers, Bosden Fold, Middle Hillgate, Stockport SK1 3PB. Tomake an appointment to visit the centre please call 0161 477 3590 (24hour answer phone) or email [email protected]. Thecentre is open Tuesdays 10am – 12pm and Thursdays 4pm – 6pm.


If the idea of learning some new skillssounds good then perhaps our freecustomer training sessions willappeal to you.

Our customer training programme, called Skillsfor Life, is full of interesting and useful sessionsand is free to all Stockport Homes’customers. There’s no limit to the number ofsessions you can attend and they includeGardening, First Aid and Chairperson Skills toname but a few. The sessions are split into twosix-monthly programmes with a new leafleteach time to let you know what is available.

After attending training sessions, somecustomers have gone on to become membersof Stockport Tenants’ Federation.

“I have gained experience, learnt from othersand I am now using my new skills.”

“I started my course as I needed to increasemy skills.”

“I have been hooked on these courses sincethe first one I attended.”


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This leaflet gives you information about how you can getinvolved with Stockport Homes. If you would like a copy inlarge print, Braille, on audiotape or CD, please contact theSocial Inclusion Team on 0161 474 2860 or email:[email protected]

“We look forward to hearingfrom you soon!”

If you are interested in any of the options youhave seen, please contact the CustomerInvolvement Team in any of the ways below,leaving your name and contact details, and wewill be happy to help you.

Telephone: 0161 474 2862

Email: [email protected]

Text: 07891 949 399

Fax: 0161 480 4358

You can also send us your details online atwww.stockporthomes.org

Ref:409/July2009

Your Home, Your Voice, Your Choice leaflet

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