A firm foundation to build on

The results of our first resident satisfaction survey are in and we’ll be using them to steer our improvement activities.

We aim to deliver the services that our residents want, in the ways they want and to the right standard. Our results have given us important insights into how our residents feel about the services we deliver and they provide a baseline from which to measure progress.

A key area of focus for us will be to improve our engagement with residents across all age groups, particularly the under-35s. Also, although we were really pleased that 87 per cent of respondents feel safe and secure in their home, we recognise that there are some neighbourhood issues that we need to address.”

Rest assured that we have taken your feedback on board and will be using it to inform our business improvement programme for the next 12 months.

About our inaugural STAR survey

• Carried out by survey expert M.E.L. Research
• Questionnaires completed in February 2022
• 587 responses (474 online, 113 by phone)
• Representative sample of residents

Resident satisfaction rates

Satisfaction survey results 2022

Overall services provided by FGCH	80%
Quality of home	80%
Safety and security	87%
Ease of dealing with FGCH	82%
Satisfaction with last repair received	79%
Neighbourhood as a place to live	81%
Rent value for money	81%
Listening to views and acting upon them	63%

 

Do you want to make a difference?

We have a fantastic group of residents who volunteer their time to monitor, review, influence and improve the housing services we deliver. Our Resident Partnership Group (RPG) helps to shape what we do so that we become more efficient, deliver what residents want and achieve better value for money.

RPG Chair Andrea Edwards said: “We give residents a voice and help First Garden Cities to make the right decisions – for residents and for the organisation. Recent projects include grounds maintenance for communal gardens, recycling and choosing a new range of kitchen finishes.

“We want the RPG to be a representative cross-section of residents. It’s healthy to have different viewpoints and we need more diversity. We’re very keen to get more under-35s on board because they’ll bring important new perspectives and ideas to the table.”

Vice Chair Richard Pitt said: “I joined the RPG because I wanted to get involved. From July we’re going to start meeting up in person again, but members can join the discussion online instead if they prefer. We’re a friendly group of people who want to make a difference.”

To find out more about the RPG, contact RPG@fgch.co.uk  or call Jon Thurlow, Resident Relations and Comms Manager on 01462 683307

The residents' Review and Study Panel (RaSP) has reviewed, monitored and reported on the quality and performance of housing services since 2015.  Their reports have led to improvements being made to the way we do things. 

Going forward, future review and study panels will be created to inform the work of the Resident Partnership Group (RPG), who are seeking to place the residents most affected by the review at the heart of the process.

Completed reviews

Communications and Call handling Report

New Kitchens and Bathrooms Report

Aids and Adaptations Report

Resident Involvement Report

 

 

 

Meetings are a great way to share your experiences, discuss how to improve services and get things done.  They also offer opportunities to meet neighbours, FGCH staff and to build friendships. 

Residents' meetings take place using video conferencing such as Zoom and Teams. These online platforms allow us to engage widely with residents.

We also run popular residents' forums and coffee mornings at our sheltered schemes and hope to be able to safely reintroduce them when COVID-19 restrictions are eased.