Resident involvement – measuring the value of it

Residents are the life blood of your organisation. Communicating with them, involving them and listening to them is the responsibility of everyone in the organisation – even those who have little or no frontline contact with residents.

Resident involvement – measuring the value of it

Measuring the value of resident involvement The social housing sector has a long history of engaging with its residents and as it faces more challenging times the business case for resident involvement needs to be measured and fully understood by landlords.

So what have residents ever done for you? How do you measure the outcomes and impact of resident involvement to show just how valuable engagement is to your business?

On this course you will:

  • Identify the key terms (inputs, outputs, outcomes and impact) and their meanings
  • Explore how to show the value of resident involvement from the start by planning key outcomes
  • Review your current process for measuring the value of resident involvement
  • Identify how to measure impact
  • Consider how to feedback outcomes to staff, residents and the board
  • Reflect on your role in identifying business outcomes and impacts using resident involvement mechanisms and data.

Who should attend?

All resident involvement staff, community involvement staff, housing services, asset management, maintenance staff, and their managers.

Jackie Grannell

Resident involvement Jackie Grannell

Jackie Grannell is an experienced housing professional with over 25 years’ experience of working with tenants and landlords to develop their organisation into one that delivers the very best housing services. Jackie specialises in helping tenants and landlords to make the links between involvement, scrutiny and governance to ensure that customer engagement is meaningful, measurable and delivers positive outcomes.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing