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We know our services can only improve if they’re based on our customers’ expectations.
We know we can only understand our customers’ expectations if we actively engage with them. So, how to do we engage with our customers and support them in having their say?
Our Customer Panel takes part in regular surveys and join local groups that meet to discuss specific topics. The views of our Customer Panel helps to shape our services. For example, we introduced a Financial Inclusion Officer and Welfare Rights Officers as a result of consulting with our Customer Panel.
16 residents consult with Family Mosaic on our new repairs and maintenance contracts. This panel has helped pick our short-list of 12 contractors and interviewed them to ensure that we appoint the best contractors possible.
Residents meet regularly to discuss the content and style of our newsletter – Connections. These lively discussions have led to great suggestions for improving the newsletter.
Staff and residents have worked together to explore design issues relating to new build properties. As a result, Family Mosaic has produced a ‘design guide’ which explains what residents and Family Mosaic expect from the new build properties we build.
We find that talking directly to small groups of residents is a good way of understanding their priorities and testing new ideas. We run focus groups to find out what residents think about a range of key issues such as ways of paying their rent, how we provide leasehold services and how we carry out repairs.
Every year we carry out a range of improvements to our properties, including replacing windows, bathrooms and kitchens. In such cases we consult with residents over a choice of materials, such as tiles, floor coverings and kitchen units.
Tenant and resident associations are vital to communities and improving your local environment. These are groups of residents who have come together, normally because they want to address a particular issue. Each group works in different ways but they can be a forum for working out local problems or organising group events.
myplace is our programme to make sure that our homes and communities are places that people are proud of and where they love living. myplace gets everyone working together to make improvements locally: residents, staff, repairs contractors, cleaning and grounds maintenance and other professionals like the Safer Neighbourhoods Teams.
Join your Regional Forum if you want to get involved in making bigger decisions about your area. The forums review how well services are being run across each region and help come up with solutions to local issues such anti-social behaviour or cleaning and grounds maintenance.
A new forum for Turkish and Kurdish speaking residents has been set up. The forum meets regularly and aims to address the service needs of Turkish and Kurdish residents.
Young residents and children of residents, between 13 and 20 have recently set up the Youth Forum. Their first task has been organising a Youth Conference to find out from other young people how they would like to get involved with Family Mosaic and their ideas and aspirations for the future.
There are three residents on the Board of Family Mosaic who help to decide the overall direction of the organisation. We widely advertise opportunities for Board membership when they arise and hold special road shows.
Panel Plus is a group of residents who regularly meet with Operational Directors to discuss issues of more strategic importance. All members are prepared for their role through two days of training which explains the operations and finances of the organisation. Panel Plus has proved a great source for ideas and has influenced our strategy for involving you in the myplace approach to managing our homes.