The journey to the new model

The new model reflects our Better Together strategy, new consumer standards introduced nationally in April 2024, and the feedback and learning we have received from our residents and the wider sector.

April 2018

Notting Hill Housing and Genesis Housing Association merged to form Notting Hill Genesis. The two involvement structures are brought together, combining fixed membership groups of both geography based scrutiny panels from Notting Hill Housing as well as more subject based group such as disability and repairs at Genesis and at Notting Hill Housing.

March 2020

The global pandemic caused by Covid-19 closed off opportunities to meet face to face with our residents. The entire involvement programme moves online but in doing so opens more opportunities for residents to give feedback and get involved through digital forums, electronic surveys and online focus groups. In this time, the Resident Voices Group is formed, acting as the link between resident feedback and experiences and the board.

July 2021

Approximately 50 residents help co-create key principles of our approach to involvement to be ‘inclusive’, ‘connected’ and ‘measurable’. Some key learnings from the pandemic are retained such as hybrid meetings and more flexible methods to get resident feedback such as one off consultation and surveys. More short term scrutiny work or ‘task and finish’ projects are established enabling more residents to be involved in discussions around specific areas of service such as voids, damp and mould, annual visits and recruitment and training.

August 2023

Approximately 200 residents from the involvement database are consulted on a new model of involvement and engagement through community drop ins, resident meetings and 1:1s. Centered on flexible opportunities and diverse voices with focus around Notting Hill Genesis’ Better Together strategy, and the new consumer standards coming into effect in April 2024.

The proposals put forward are:

Offer different ways for residents to give feedback on services. This includes short-term projects, one-off consultations or local community meetings.
Carry out projects led by residents that support and monitor performance issues or strategic priorities.
Enhance the flow of resident feedback and performance information to our group board via our resident voices oversight group.
Strengthen our recruitment package for resident volunteers through engagement, training and outreach.

Feedback from the initial consultation

March 2024

In late 2023, the consultation was extended following feedback. An online survey is sent to 60,000 residents in March 2024. While a limited response, the majority were in favour of doing things differently and creating inclusive opportunities for all. Residents told us they wanted to see:

Increased ways for residents to give feedback on services. This includes short term projects, one-off consultations, or local community meetings.
An enhanced flow of resident feedback and performance information to the Notting Hill Genesis Board via our Resident Forum (formerly known as the Resident Voices Group).
Projects led by residents that support and monitor performance issues or strategic priorities.
Our resident involvement and engagement team to strengthen the recruitment package for resident volunteers through engagement, training, and outreach

Feedback from the final consultation

May 2024

New model launched in May 2024 that will support our commitment to work better together for residents, under the new model you will have opportunities to get involved in a variety of ways. Things like task-and-finish scrutiny projects related to a specific topic such as sustainability or damp and mould or other one-off projects or consultation as well as more local engagement activities such as residents' associations, regional meetings or joint inspections.

This work will be overseen by our new resident forum, and you are now invited to apply to be part of this group.

Feedback from the inital consultation in August to November 2023

You said	We listened
You wanted to hear from more diverse voices: There is a need to bring in new perspectives particularly from a range of ages and experiences	We have increased our outreach work and attendance at local and community events to meet residents (e.g., drop-ins) We have offered and promoted more flexible opportunities to give feedback with short time commitments. We recently opened applications to all residents for the Sustainability Advisory Group.
You wanted us to bring in and retain more involved residents: Any involved residents must be supported in their role through training and onboarding	We are developing a welcome and support package for residents who are new to involvement and engagement. We are offering new benefits to all our involved residents such as access to training, digital support, revised policies and guidelines around expenses and reward & recognition. We will deliver more drop-in sessions as an opportunity for resident peer support and socialising with other resident volunteers. For example, our team held a drop in Willesden in February 2024.
You want current involved residents to still be able to participate: We must retain the skills, knowledge and experience of residents who have been involved for a long time.	We will still welcome the participation of our current involved residents. This has always been part of our proposals. We will also work with involved residents to shape engagement plans for example in repairs, compliance with regulation and planned investment. We have held follow up meetings with key involvement groups and supporting staff to gather further feedback and shape the new model.
You said the initial consultation period was rushed: There wasn’t enough time during the initial consultation period to discuss the proposals. Some of the messaging wasn’t clear enough.	We accept that the initial consultation period was too short and agreed with residents to extend by an additional 6 months to April 2024. We have focussed on clarifying the proposed changes and have listened to residents’ concerns through follow up meetings.
You don’t want the current groups to be shut down: Some of our involved residents opposed the proposals to close their respective groups because of the important work carried out by these groups.	We recognise the strength of feeling with our involved residents around this. We want to make sure that the important work and commitment of the current groups not only continues but is further amplified through a wider variety of involvement opportunities and delivers good outcomes for residents.
You don’t know if your feedback is being heard or acted upon at the right levels: Residents want to know their time is valued and their feedback is being listened to.	We are developing clearer connection to our governance structure (the board), by reviewing our groups at our ‘Oversight’ tier of the model. We will schedule meetings to happen ahead of key governance meetings and develop simple templates for reporting. We will use our bulletin as well as the website and Connections magazine to feedback on key decisions and outcomes.
You said that focussed discussions can bring value and impact: Focused project work recently completed has brought about positive change, such as the damp and mould awareness raising project	We will continue to develop opportunities for residents to give feedback and help improve specific areas of our service. We will support the Resident Voices Group to scrutinise and examine performance data and gather local feedback to commission more focussed resident-led scrutiny projects alongside other work proposed by Notting Hill Genesis staff.
You said local engagement must be stronger and more connected to our scrutiny work: For example, local forums and residents’ associations are good ways to connect local voices to wider, strategic projects and priorities.	We have established a dedicated engagement team responsible for engaging with local communities through bespoke engagement plans, working alongside internal teams and key stakeholders, with a particular focus on engaging with diverse residents and connecting feedback to inform scrutiny projects. We will support residents to get involved in a number of ways working alongside their local housing teams to scrutinise services from residents’ associations and groups, local forums, inspections, walkabouts, housing surgeries. These all will feed into the resident experience insight for our resident scrutiny group work.