Get Involved & Have your Voice Heard

Our Approach

Part of our vision is that our services are friendly, helpful and effective - and respond to what each resident needs. To do this, we know that we have to become great listeners - tuning in to what you tell us works for you and what would improve things.

Making it Personal

When we talk about getting involved or having your voice heard, we don't just mean joining in with panels or consultations or events. We want to be a team that really listens and takes notice in every conversation or exchange that we have with each resident. Your home and what it means to you is an intensely personal thing and the only way we can help you make the most of it is to tune in to what you tell us.

We won't always get this right - especially when things are busy or challenging - but we always mean to be attentive. If you don't feel we are listening, please do raise this as a complaint so that there is a process through which we can carefully review our work with you. You can be confident that we value all complaints - and see them as an opportunity for us to get better or to explain more fully why we are unable to do what you would like us to.

Organised Involvement

We have a range of ways that you can get involved in a more organised way. This includes:.

• Joining our Tenant Engagement Panel.
  This is a group of residents who meet with member of our employee team four times a year to reivew and improve our performance. The panel talk about a whole range of subjects - policies, procedures, rents and service charges, standards of maintenance and how we let homes. They also provide feedback on changes that we propose to make or suggest changes themselves. The panel reports into the Board through the minutes of the meetings and the resident representative on the Board is also a member of the panel - and provides direct feedback to our governance structure.
  
  
• Taking part in Surveys and Consultations
  We regularly invite feedback through surveys and consultations. This might be letting us know about your most recent repair or helping us to decide on the way in which we set service charges or changes to the gardening frequency near your home. Whatever the issue, we really love to hear from residents as part of these consultations.
  
  We will also sometimes survey a particular group of residents about an issue that might be particularly relevant to them. This could be older people, or people who live in a specific estate or people who have made a complaint about our service If we contact you about a survey or consultation like this, it is especially important to us to hear from you.
  
  
• Estate Inspections
  Members of our team regularly visit every block and estate that we own. We do this to check on safety issues, to identify any problems such as fly tipping or communal repairs as well as to check on the maintenance and gardening services.
  
  
  We will publish the dates of estate inspections on our website and we welcome residents joining us on these visits to let us know about anything that they feel is a concern.
  
  
• Board Membership
  We welcome residents to apply to be members of our Board of Management. We currently have one reserved resident place but this does not mean that we can't have other residents on Board. We recognise that it can be a bit intimidating to apply to be a member so we are very happy to speak with anyone who feels they might be interested. We can provide you with support and training and mentors - as well as give you some experience through things like the Tenant Engagement Panel. We particularly welcome less well represented groups - which at present means younger people, people with lived experience of physical challenges or disability
  
  
• Ideas and Suggestions
  We want residents to feel part of our mission to make our community a great place for everyone to live, learn, work and grow - with a shared sense of belonging. If you have ideas or suggestions about how we can do more to make this happen, we are ALWAYS interested to hear them. You can get in touch through admin@phahomes.co.uk and we wil make sure to come back to you with our response.
  
  
  Similarly, if you have an idea for something that will move this mission forward in your corner of our community, we want to help. Let us know what you are aiming to do and what would help you to make it a reality - and we will try to support you.