Hanover Inpractice

Voice and choice
Retirement shouldn’t mean fewer choices and a smaller voice.
In fact, older people on average are the most active age group
when it comes to having their say.
Some residents may prefer Hanover to take the lead but we’ve
found that many residents are keen to get involved. When residents
have health issues it’s perhaps even more important that they can
still have a say over their service.
What’s clear is that the residents of
Hanover’s 19,000 homes are all
different. We respect their wish to get as
involved as they want: the most
important thing is that Hanover makes it
easy for them to have their say, and to
exercise choice, if they want to.
This approach to voice and choice was
key to our Customer Service Excellence
award in January 2010.
Since then, we’ve continued to ask residents for their say. Ongoing
initiatives include Hanover World, our social networking site for
residents, staff and their families and Hanover Intouch – our panel of
over 500 residents who have indicated they’re happy to be regularly
asked about issues of interest to them. And between May and June
this year we held a series of resident events, ‘Future Choices’, in
locations ranging from Darlington to Plymouth.
This chapter shows how we:
■ encourage residents to take the lead
locally through new ‘local agreements’
■ support residents to have their say
in the community
■ ensure all residents can get involved
if they want to
Hanover Inpractice