Hanover Inpractice

Power to the people!
Retirement Housing Manager Colin Garbutt and
his team of estate managers in the north
wanted to reach out to more residents.
They knew that many residents found
existing regional forum meetings a little
formal. So, Colin sent a ‘sincere invitation’
to all 20 estates in his area to a meeting
where they would set the agenda.
The majority of the 30 residents who went to
the February event at estate Howden Dene had
never attended a Hanover meeting before. After
an introduction, the residents were given 20
minutes alone to come up with their own
agenda, which caused quite a stir!
Residents’ issues included social activities and
contact between estates. But Hanover’s transfer
policy surprisingly topped the agenda.
A follow-up meeting in July attracted 70
residents. Chief Operations Officer Rona
#7
NORTH EAST ESTATES
“
I know I’m not alone in
recognising, and appreciating,
this more customer-facing
attitude from Hanover.
– Barry Bromley, Claypath Court resident”
Nicholson was invited and after she heard more
about transfer issues, she asked Hanover’s
Senior Management Team to review the policy.
‘It’s Your Day, Have Your Say’ received great
feedback and will now be a regular event in the
north. Colin says it cost very little to organise.
He’s got more ideas too and says, “Ultimately,
we’d like the residents themselves to start
leading this new open approach to meetings.”
� For more on other engagement initiatives
at Hanover email: inpractice@hanover.org.uk
Hanover Inpractice