Resident Involvement Toolkit Issue 1 | Page 26

Success, Satisfaction and Scrutiny: the Resident Engagement Toolkit Appendix Two Our informal opportunities for involvement For ums / Working Parties / Panels Task Groups The task groups below are reviewed annually by our Residents’ Council to meet scrutiny needs. Group Responsibilities Tenancy Works to ensure compliance with the HCA’s Tenancy Standard Diversity Works to ensure we’re an inclusive employer. Complements the work of our Diversity Engagement Group, which comprises both residents and staff Resident Involvement & Governance Works to ensure compliance with the HCA’s Tenant Involvement and Empowerment and Governance and Financial Viability Standards Neighbourhood & Communities Works to ensure compliance with the HCA’s Neighbourhood and Community Standard Customer Service & Complaints Helps shape the customer experience (e.g. through setting service standards) and ensures our approach to complaint handling is solution-focused, transparent and empathetic Value for Money Works to ensure compliance with the HCA’s Value for Money Standard Communications Ensures communications including newsletters address resident priorities and are accessible to all Policy Ensures policies are customer-focused Home Ownership & Service Charges Highlights the concerns of leaseholders and shared owners Residents’ Design Quality Forum Ensures resident priorities are addressed in the design of new homes Homeowners for