Hyde Life October 2012.indd - Hyde Housing Association

een able to give informed opinions,
knowing what is and isn’t possible.”
What skills do you bring to
the role?
John: “As well as my work for Hyde as a
member of Hydewide Residents’ Eye (HRE)
and as a resident inspector, I’m also very
active in lots of different ways in my local
community, including being a tutor at
Guy’s and St Thomas’ Hospital. Through all
of my different experiences, I hope I have
a fair and practical approach and can look
at the bigger picture and the needs of
everyone receiving the services, to make
sure that we get the best fit for all.”
John (left), and Julian
Julian: “I’m reasonably quick at getting
to the heart of problems, dismissing
irrelevancies and finding solutions by
thinking ‘outside the box’ when needed.
I’m also good at moving things forwards.
Sometimes, particularly during the
workshops, I’ve been a bit radical with
my ideas. I’m certain that all my thoughts
have been listened to by Hyde, even if it’s
turned out that some of my ideas won’t
work in practise.”
What do you want from the
new contracts?
John: “The top four things that I want
from the new contracts are:
Good communication – For contractors
to get back to residents when they say
they will. Everyone understands that at
times there can be delays or changes. This
isn’t a problem, as long as residents are
kept informed throughout the process.
Responsive and efficient services –
When residents are told that something
will be done and when it will be done,
this should happen and if it can’t, then
residents should be informed why not,
what will be happening instead and
when.
Strong contract management – For
Hyde to monitor their contractors to make
sure that they do what they say they will
and if they don’t, to deal with this.
And last but not least, Value for Money”
Capturing key points from group discussion
Julian: “The main thing I want is
increased customer satisfaction; I think
that’s the primary aim of this whole
process. Residents know what their
services should look like. Hyde’s decision
to involve residents and encourage them
to have the confidence to speak up,
knowing that their views will be valued, is
the key to success in this project.“
What would you say to
people thinking about
getting involved?
John: “If there are things that you think
could be better, do something about
it – talk to Hyde and get involved. Hyde
wants your input and does listen
to residents. Yes it takes time and
commitment to get involved, but you do
see results. You work closely with staff
and learn a lot about the business, as
well as developing your own skills and
knowledge.”
Julian: “Absolutely do it, unequivocally!
Two or three years ago it did feel as if
there was an ‘us and them’ situation
between tenants and landlords, but now
this isn’t the case at all. As residents we
do have a voice, an increasingly powerful
voice, but this only works when lots of
people get involved. It’s your Housing
Association. Use your voice.”
If you have any feedback or comments for the Procurement Panel members or want to find out more about how you can get
involved with Hyde either in the procurement project or in other ways, contact Resident Engagement by calling 0203 207 2767
or by emailing them at residentengagement@hyde-housing.co.uk
If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk 15
For text relay from a text phone add 18001 before the number you want to call or to use Text phone dial 0208 297 7501