|You do. Everyone in the housing and community
business needs to know about and do impact assessment. Residents,
bodies, partners and stakeholders – you all need to feel the
Customers and communities
- Residents need to see how their input
is helping to change things, to stay
motivated for future involvement.
- Staff need to
appreciate the value of customer
input, and see how it gives
them greater job satisfaction.
- The governing body needs
to know that you are following
meeting required standards and building
good relationships with customers.
- Partners and stakeholders need
to see that you’re serious
about working in partnership and
seeking continuous improvement.
A word about the types of involvement
covered by this toolkit:
Putting it together
- Customer involvement is about things
that housing providers do to involve
their residents in their business
Board membership, customer panels,
forums, local groups, surveys and
mystery shopping are all forms
of customer involvement – giving users
the opportunity to shape services,
policies and procedures.
- Community involvement is
about housing providers getting
involved in the
communities they serve – making
it their business to play a part in
local people’s priorities
Community development and regeneration
projects, social businesses, good
neighbour schemes and after-school
or breakfast clubs are all examples
of community involvement.
The most successful approaches
and organisations tend to
be those that see both these
types of involvement as part
of the same whole. By involving and empowering
customers, you get wider,
community effects. And by supporting local community
interests, residents become
more likely to, and capable of, taking
part in housing business. It’s a virtuous circle!