We want you, our residents, to know that Sanctuary cares, because there can be no doubt – we do absolutely care about you. This is reflected in the great work our teams do every day.
Engagement is at the heart of what we do. It is so important that ‘Engage’ is one of the four priorities of our Corporate Strategy, where we set out our aim to ensure residents experience a significant shift in how actively you are heard, and that your views drive improvements to homes and services. We believe that all of you should have a genuine opportunity to influence the services where you live.
Shaping our Future, working closer with you
Our new Resident Engagement Strategy, ‘Shaping our Future,’ explains how Sanctuary will work with residents across the country to improve the services we deliver.
We co-created ‘Shaping our Future’ based on what our residents and teams told us was most important. A wide-reaching listening exercise led by our National Resident Scrutiny Panel heard from more than 3,000 residents and 350 Sanctuary staff.
Three clear priorities emerged:
Local Engagement
Our residents want to talk to their local Sanctuary team about local issues.
Strategic Engagement
Strengthening how our residents can influence decisions significant to them.
Customer Experience
Our residents want a better experience when raising day-to-day issues.
To learn more about our new strategy and how you can help shape our future, please visit the dedicated section of our website.
You can also ask your Housing Officer to tell you what opportunities exist for you to get involved locally.
Our new strategy underlines your importance in every decision we make, as well as you holding us to account for our actions.
Your influence, right to the top
Our National Resident Scrutiny Panel (NRSP) is the main way residents hold us to account. It is a fantastic way for you to have a voice and:
- Challenge senior management about our performance
- Help design our services
- Lead our ‘Communities of Interest’, who decide the focus of scrutiny activity
- Tell our Group Housing Committee the results and recommendations of the NRSP’s work
The NRSP helped shape our response to the UK Government’s social housing white paper, ‘The Charter for Social Housing Residents’. The Panel examined hundreds of documents and spoke to more than 50 of our top people including our Chief Executive Craig Moule and Andrew Manning-Cox, the Chair of our Group Board.
The outcome of this important work was more than 100 recommendations. These recommendations now form an Action Plan monitored by the NRSP.
You can find more information on the NRSP, including details on how you can get involved, on the dedicated section of our website.
Our Communities of Interest
Our NRSP is supported by more than 1,000 residents who take part in our Communities of Interest each year. The Community of Interest groups are customer-led and focus on specific topics, bringing people with similar interests together.
The areas covered by our current communities include:
- Service Reviews
- Estate Inspections
- Family and Friend tests
- Handling Complaints
- Homeowners’ Forum
- Environment and Climate Change
- Policy Reviews
- Buying Goods and Services (‘Procurement’)
Each group helps us to design our services and also reviews how we perform in that area.
We are always open to creating further Communities of Interest on topics you want to work with us on.
Please see our dedicated website section for more information, including details on how you can get involved.
