Castle Close residents raise money for NSPCC
Putting residents at the heart of everything we do
We want to ensure that services meet the needs of all of our residents. All residents are encouraged to tell us how we can design our services more accessibly and effectively.
Level 1 is the easiest way of getting involved, which takes the least time. The higher the level, the more time commitment is necessary, but this also comes with more opportunity to influence decisions.
How our residents can get involved
All Two Castles residents can take part in consultations which require very little time. We keep residents involved of important changes and provide opportunities to have a say through our residents' magazine, Fanfare, which is delivered to every property and also posted on our website.
To find out more or make a suggestion about any of the levels of involvement detailed below, please contact Clare on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk.
Level 1: Any time feedback
Involves: no regular commitment, only a few minutes of time and has a small amount of influence on Two Castles' decision making.
Residents can tell us their views and suggestions, good or bad, as necessary. This can be done in a number of ways:
- Through our feedback form on this website
- By contacting Clare Galland on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk
- By popping into their local Two Castles housing office and speaking to staff
- Writing to us at our head office
Level 2: Residents' Groups
Joining one of our local residents’ group, or attending other one off consultation events
Involves: only a little commitment and a couple of hours of time. Has a medium level of influence on Two Castles' decision making.
Two Castles Housing Association also holds consultations with the local community when we build new homes to ensure that our plans fit in with local need.
For more information please contact Clare Galland on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk
Level 3: Consultation database
Signing up for our consultation database of residents or taking part in our STATUS survey
Involves: only a little commitment and a few hours of time. Has reasonable influence on Two Castles' decision making.
Two Castles Housing Association holds a database of residents who have agreed to be surveyed about specific issues as they arise. We can interview residents over the phone, at home, or via discussion groups.
Anyone who would like to put their name down for surveys and discussion groups, can contact Clare Galland on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk
Level 4: Service improvements
Service Improvement groups and becoming a mystery shopper
Involves: a medium term commitment and regular meetings over a short time period. Has a high level of influence on Two Castles' decision making.
We have begun a “customer journey mapping” project where residents can become mystery shoppers to test our services out and identify what works well and what improvements we could make.
If you would like to become a mystery shopper please contact Clare Galland on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk
Level 5: Residents Panel
Involves: a longer term commitment and quite a few hours over the year (at least 4 days). Has a high level of influence on Two Castles' decision making.
Our Residents Panel currently has about 30 resident members. It usually meets four times a year, but also comments on various subjects throughout the year via post, telephone and email so that people don’t have to travel.
Anyone interested in joining the Residents Panel can contact Clare Galland on (telephone) 0191 2692629 or (email) clare.galland@twocastles.org.uk
