What can I get involved in?

There are a range of ways that you can have your opinion heard on how Home Group is managed.

  • Client assessor teams

      • Client assessor teams are coordinated across the north and south regions by the involvement team.

      Assessors visit services around the country and deliver training on the client promise to clients and colleagues. 
       
      They involve clients from the service in a formal assessment of the service delivered against the client promise. 
       
      The information gathered leads to change in three ways: 
      1. recommendations for local service improvements
      2. reports to the Home Group board
      3. Six-monthly national scrutiny reports to client panel and the annual impact assessment

      Client assessors act as ambassadors and promote local and national involvement opportunities and receive on the job training to develop their own skills and confidence.

      Clients, customers and colleagues have worked together every step of the way to develop and deliver the new customer promise assessments.
       
      You can read more here.

  • Home Group and Home Scotland boards

      • We have a customer and client board member on Home Group Board and two customers on Home Scotland Board.

      They are are selected through a recruitment process every three years, ensuring involvement runs right through the heart of our decision making.

      Vacancies will be advertised here when they become available.

      We are recruiting! (August 2016)

      Download our Customer and Client Board Member Information Pack (PDF)

      Download our Customer and Client Board Member Application Pack (Word doc)

      You can find out more about the Home Group and Home Scotland boards by clicking on the links.

      Home Group's boards are responsible for the overall company strategy and have ultimate responsibility for the conduct of its business.
       
      They make decisions including approving Home Group's budget, financial forecasts and plans - and monitor overall performance.
       
      Our boards meet six times a year, or more frequently if required.

  • Independent complaints panel

      • Customers and clients resolve complaints that have completed our internal process by:
      • Helping to resolve complaints through advice and recommendations, and suggesting actions to be taken by Home Group.
      • Refer complaints to the Housing Ombudsman where the Panel is unable to provide a resolution.
      • Identify learning and recommend improvements to prevent future complaints and to improve services.

  • KISS - Keep it short and simple communications group

      • Customers and clients check our documents to make sure they are short and simple and easy to understand.

      We run live KISS groups and a virtual KISS group.

       Customers and clients review documents and give ideas and feedback on how they can be improved using the 4 KISS standards:

      •     short and simple
      •     plain English
      •     customer and client friendly
      •     involving customers and clients in writing documents

      You can learn more about our KISS panel in this guide.

  • National Panels

      • Our national panels are made up of a wide range of customers and clients who meet regularly to influence strategy and policy and make sure customers’ voices are heard by Home Group.
       
      If you're interesting in joining our:  
      Just click on one of the links to find out more.

  • Viewpoint teams

      • Viewpoint teams scrutinise our services and products in customer services and assess our neighbourhoods against the delivery of the customer promise.

      We have seven viewpoint teams: Scotland, North East, North West, Yorkshire & Humber, London & South East, East of England and South West.

      Viewpoint team customers visit neighbourhoods country and ask customers about their experience of the service and make an assessment of the services delivered against the customer promise.
       
      The information gathered leads to change through; recommendations for local service improvements, reports to Home Group board, six monthly national scrutiny reports to the customer forum and the annual impact assessment.

      Customer assessors act as ambassadors and promote local and national involvement opportunities and receive on the job training to develop their own skills and confidence.
        
      We also involve clients in the customer promise assessments and clients, customers and colleagues have worked together every step of the way to develop and deliver the new customer promise assessments.
       
      Read more about what we do here.

      Read the 2015 reports. Read the 2016 reports.

  • 'What happened here' groups

      • Clients and customers help us review and learn from complaints and incidents of anti-social behaviour at “What happened here” workshops where they:

      Review how we have dealt with anti-social behaviour incidents, service failures and complaints

      Advise us on how we could manage the incidents differently; how to avoid them in the future and how we can better support customers and clients involved in the incidents

      Shape and change local and national guidance, learning, procedures and processes

      You can download a guide here.