How to get involved with Family
The Options
We understand that different people have different interests and commitments. Therefore, we have tried to create a range of opportunities for residents to have their say. These include:
One Voice, The Residents Forum – representatives from each service group meet evry 3 months to help make corporate decisions.
Service Groups - we have five specific service groups meeting every three months who work with managers to monitor and improve service delivery. The five groups are Improving repairs, Customer Contact, Safer Cleaner Communities, Better Homes and Leaseholder Views.
Focus Groups - one off meetings about a particular topic or service. Residents suggest what is working as well as areas for improvement.
Mystery Shopping - posing as a customer, residents monitor the services we provide from the comfort of their own home. Mystery Shopping involves residents contacting the office, asking a set of questions and recording our levels of service. Residents are given training and support from Family to help them carry out the task. From the results, we gain useful information about the level of service we provide and where improvements can be made.
If you would like to test our services, please download our mystery shopping forms here and return your comments to us by e-mail or post.
(1) Mystery Shopper feedback form by e-mail
(2) Mystery Shopper feedback form to print and return to us by post.
Surveys - postal, telephone and face to face surveys are used to gather your views and ideas on a range of services.
Editorial Panel – propose and write articles for the Customer 1st magazine and GN News to make sure we are providing interesting information about the things that matter to you most.
Local Residents Meetings - local groups to discuss issues affecting the area where you live.
Annual Residents Event - a yearly event for all residents to come and meet staff and celebrate everything that you have achieved.
Resident Board Member - join Family's Board of Management.
We will pay all travel and child care costs for any meetings you attend.
Points Mean Prizes
To thank all our residents for their involvement and giving up their time we offer a reward scheme called Points mean Prizes. Through our resident involvement activities you can earn points which can be exchanged for shopping vouchers. The scheme is administered through the Birmingham Law Centre.
Have your Say
If you are interested in getting involved or would just like to put forward a suggestion, please contact our Customer 1st Resident Involvement Team on 0121 766 1100 or e-mail residentinvolvement@family-housing.co.uk