Involving our residents in what we do is really important to us.
At the heart of resident involvement sits the Residents' Panel, managing and co-ordinating all involvement activities.
The Platform is a place where you can digitally share your views and opinions and tell us what matters to you via online surveys.
We will use your comments to help shape services from your perspective, always striving for outstanding customer service in everything we do.
And if you’ve signed up, each time you complete a survey you’ll be entered into a prize draw to win great prizes – what could be simpler?
Resident Assemblies are a great way to engage with our residents. Enabling us to find out more about our residents and them us. Take a look at the photo galleries below to see what we got up to.
We recognise our role as a major landlord within the community and have set up a grant fund to support activities that have a positive impact on residents within our area of operation.
Complaints and Feedback
April 2019 - March 2020
We received 197 complaints
The main cause for complaint was time to complete repairs.
4 complaints were escalated to review.
There were no complaints escalated to appeal or the Housing Ombudsman Service.
April - June 2020
We received 22 complaints.
We understand from these complaints that we need to improve how we communicate with you and the time to carry out some repairs.
We received nearly 1,000 pieces of feedback
We ask you for feedback after welcoming us into your home to complete repairs or speaking with Customer Services.
The main talking points included our helpful contact centre teams and friendly repairs operatives.
Together with Tenants
We’re committed to strengthening the relationship we have with our residents. That’s why we’ve signed up to the National Housing Federation’s ‘Together with Tenants’ campaign.
Victory Housing Trust is proud to support Together with Tenants - a project organised by the National Housing Federation to strengthen the relationship between housing associations and their tenants and residents.
The Federation has been working with tenants, residents, tenant representative groups, our members and others to understand what practical change is needed to address this. To drive action, they’ve created a four-point plan for delivering change across the sector.
An open consultation on the draft plan closed on the 19th April 2019 we've agreed to be one of over 100 housing associations across the country who will be early adopters of the plan, once feedback from the consultation has been reviewed.
We are proud members of customer engagement experts TPAS who help us improve how we involve our customers and the wider community.
Membership means we have access to additional support and advice so by increasing our skills and knowledge we will be able to raise our engagement standards. This reinforces our commitment of giving you the opportunity to influence our work so that we can continually improve the services we offer.