Resident engagement - shaping our future
Following the Housing Regulator’s inspection in November 2024 and the subsequent C2 grading, it became clear that a fresh approach to resident engagement was needed to:
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Ensure a more representative resident voice
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Strengthen resident influence
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Support our journey to a C1 rating.
To understand how residents want to get involved, the Customer Voice Team conducted a survey. Sent to 12,354 residents, it achieved a 7.6% response rate (938 replies). Analysis highlighted the need to increase engagement among ethnic minorities, younger residents and full-time workers who expressed a strong interest in participating.
Your voice matters
Whether you want to stay informed and share your views when you can, join local conversations about what matters to you, or take a leading role in shaping services, there’s an option to suit you. From quick polls and forums to coffee mornings, focus groups and co‑design panels, you choose how much you get involved. No training needed — just your ideas and feedback. Together, we can make a real difference.
Redesigning engagement
After benchmarking engagement models, a model developed by Tpas was selected as the best fit. To ensure alignment with resident expectations, the Scrutiny Panel reviewed the proposed model and shared their vision for 'what good resident engagement looks like.' This feedback shaped three key commitments:
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Actively seek out silent voices
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Increase diverse resident influence
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Strengthen local engagement.
These commitments form the foundation of our redesigned approach, making engagement accessible and meaningful for residents with all levels of availability and interest.
Ways to get involved
We’ve created flexible ways for residents to share their views and help shape services – whatever your time, interest or experience.
Stay informed and speak up. Share your thoughts when you can – no training required.
Options include:
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Customer Insight Forums
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Special Interest Groups
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Surveys & Quick Polls
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Research participation
Join local groups or attend events to share feedback regularly. Some sessions include training and support.
Options include:
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Focus Groups
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Local resident groups
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Coffee mornings with Housing Officers
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Meet & Greet events
Work closely with us to co-develop services and bring about change. Training and development opportunities provided.
Options include:
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Resident Influence Committee (RIC)
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Scrutiny Panel
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Co-design working groups
We're hiring for the Resident Influence Committee
The Resident Influence Committee (RIC) is a group of residents who help shape emh’s policies and services. We make sure resident experience and insight influence strategic decisions and hold emh to account against the Consumer Standards
It’s more than a meeting, it’s where your voice makes a difference. RIC members challenge, question and help improve services so they reflect what residents truly need. No experience is required, and full training and support are provided.
As part of emh’s formal governance structure, RIC membership is a paid role.
To find out more about the RIC, take a look here.
To apply email us GRA-Team@emh.co.uk