Recently, our Resident Involvement team hosted an in-person event bringing together members from our involved resident groups, including the Regional Scrutiny Committee, Customer Committee, and Clarion Housing Association Board members.
The event was the first time all the groups had met collectively to discuss future collaboration and review past achievements, including scrutiny recommendations from the previous year.
Who attended?
- Regional Scrutiny Committee (RSC): Including members from across the country, the RSC offers a diverse range of perspectives to improve our services. Throughout the year, this group scrutinises various areas of the business, using insight from residents to recommend improvements to the Board.
- Customer Committee: This newly formed group includes six residents and is chaired by a resident Board member. The Customer Committee is a formal part of our governance structure, reporting directly to the Board. Their role is essential in ensuring that residents' voices are heard and that services meet the highest standards.
- Board Members: The Board oversees the delivery of all landlord services, working collaboratively to improve the management and maintenance of our homes.
Event highlights
The event began with updates from staff from Clarion, including Chief Customer Officer and Director of Housing, providing an update on the progress of recommendations from the 2022-2023 scrutiny topics. The Regional Scrutiny Committee members followed this with an interactive presentation, where they shared their findings with other Regional Scrutiny Committee members, the Customer Committee, and Board members.
After reviewing the scrutiny topics, the five committees drafted a detailed report outlining recommendations for further improvement. These reports were submitted to our Group Executive team for review, with the goal of embedding these improvements into our processes.
A recent example of the RSC's work is its review of how Clarion handled noise complaints, which the Ombudsman inspired by spotlighting noise reports. Over the course of a year, the committee conducted in-depth consultations with colleagues and residents, reviewed relevant policies and procedures, and studied best practices from other housing associations.
Involvement opportunities, like the RSCs, highlight the critical role resident feedback has in shaping our services. It also reflects our commitment to listening to residents, ensuring they receive information, and treating them with fairness and respect, which are core aspects of our Clarion Commitments.
Marylin, RSC member, said:
"The RSC, Customer Committee, and Board away day was a fantastic opportunity to meet and collaborate with other RSCs, staff, and Board members. The speed dating-style sessions added a lovely twist; well done Thurza (Resident Involvement & Scrutiny Manager), for making it easier to present reports and ask key questions. The day was insightful and productive, offering valuable learnings and fostering stronger connections across the teams."
