Resident Involvement

At Pavilion, resident involvement is an integral part of our business.   We recognise the importance of involving our residents in all aspects of our service to ensure we are delivering high quality, customer-led services.

Pavilion works within a culture of continuous service improvement and recognises the importance of residents’ views to help continually develop and improve services. We will ensure that the aims set out in our Group Resident Involvement Policy and the options and resources for resident involvement are continually reviewed with residents to ensure Pavilion is involving, consulting and informing its residents effectively.

There are 6 key principles which underpin our involvement activities.  These include:

  • Accessibility - Ensuring that all residents have an opportunity to be involved.
  • Capacity Building - Identifying areas of weakness preventing involvement of residents (in terms of interest, subject areas and skills) and developing plans to increase involvement.
  • Influence - Maintaining and developing the involvement of residents’ informal structures within the group and on the group’s mission, strategic direction, polices and procedures.
  • Communication - Providing relevant and structured information and feedback to residents through meetings, publications and the electronic communication systems.
  • Consultation - Undertaking a continuous and structured programme to review our main policies, procedures and strategies with customers.
  • Service Review - Undertaking a continuous and structured programme to assess the quality and value for money of services we provide to customers. 

We have worked with residents to develop a range of formal and informal ways for residents to get involved at a level that suits their individual needs and circumstances.  We have also put in place the necessary resources to support, train and enable our residents to participate effectively.

Each of the following pages provides information on the various methods of involvement.  Some of these options include:

  • Voice
  • Block or Street Representatives
  • Tenants’ Consultative Group (TCG)

If you are interested in becoming involved please contact Sandra Feenan, Service Involvement Manager on 01252 368737 or email sandra.feenan@pavilionha.co.uk