Resident involvement strategy consultation
Derwent Living is currently in the process of reviewing its resident involvement strategy. The current strategy ran from 2011 to 2014 and during this time there have been many changes in the ways that customers are involved. We would like the new strategy to reflect this change to involvement, and we also want to get your feedback on the ways that we involve customers, now and in the future.
Please take 5 minutes to read the questions submit your responses, we appreciate any additional comments you may have. Closing date for responses is 21st September 2014.
Every completed survey will be entered into a prize draw for £50 of high street vouchers.
Awards and accolades
It is our mission to deliver excellent services to customers and continue to listen to our customers, partners, staff and board so we can constantly develop the service we provide to you.
We have received several awards and accolades in recognition for this.
Here’s our list so far…
TPAS Central Region Awards winner – excellence in digital engagement (March 2014)
Derwent Living won the excellence in digital engagement award for its breadth of innovative digital involvement options. These include its secure interactive site MY Derwent Living, an App for smartphones and tablets, a fully mobile optimised website and effective use of social media. MY Derwent Living and the app enable customers to manage their accounts and tenancies, and get involved at times and in ways that suit them.
Customer Service Excellence (Re-assessed and re-accredited September 2013)
The customer service excellence accreditation tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.This standard lasts for three years, but each year we get re-checked to ensure that we are improving.
Forum for the Built Environment (fbe) Derbyshire Scheme & Team Award (Awarded October 2012)
Derwent Living won the fbe’s Derbyshire Scheme and Team Award for its Vicarage Road eco-development. The fbe is a leading networking organisation for the property, development and construction industries.The awards are designed to reward the whole team behind schemes which fit the ethos of the fbe.
Derwent Living worked with a number of construction partners on the Vicarage Road scheme including BSP consulting, WT Partnership, Lindum Construction and Franklin Ellis Architects.
LABC Warranty Social Housing Development of the Year (Awarded October 2012)
Derwent Living was awarded the LABC Warranty Social Housing Development of the Year Award for its Wood Street scheme at Church Gresley on the outskirts of Swadlincote in South Derbyshire. Derwent Living worked in partnership with Goodwin Building Contractors and architects Urban Designs Limited to build the scheme of two and three bedroom houses.
The 15 properties include 12 for social rent and three for shared ownership. The scheme was built using a mix of private finance and social housing grant from the Homes and Communities Agency.
EMTPF Let’s go for gold 2012 gold award (Awarded August 2012)
The award, given by the East Midlands Tenant Participation Forum, was to recognise best practice in resident scrutiny and the positive changes it has made within housing organisations.The scrutiny team was set up to help Derwent Living to improve our services for all customers and work within a framework of co-regulation.
The East Midlands Tenant Participation Forum (EMTPF) is a not for profit tenant led membership organisation that brings together tenants, residents, leaseholders, officers, councillors and board members from across the East Midlands.
The Forum was the first regional tenant participation (TP) forum to be set up in the country and has been in place since 1999. Its introduction was due to a report showing weak levels of tenant participation in the region and the introduction of TP Compact agreements (agreements between landlords and their tenants on how they will be involved).
The Forum is overseen by a committee of 25, which is made up of tenants, officers, councillors and board members from its membership base.
TPAS Quality Mark Accreditation (Awarded October 2010)
The TPAS Resident Involvement Quality Standard recognises the approach to involving our customers in service development, delivery and improvement. At the time of the award Derwent Living received the second highest score ever.
TPAS is the leading national tenant participation organisation working to promote tenant empowerment. The TPAS Kite Mark lasts for three years and demonstrates that Derwent Living delivers a resident involvement service that is accessible to all and which has a customer led impact on service delivery.
Two Tick Disability symbol
For many years we have been recognised for our commitment to best practice in employing people with disabilities. The 2 Tick Disability Symbol aims to ensure that people with disabilities feel confident that their employer (or potential employer) will be positive about their abilities.
Guardian public sector award in the complex needs category (2009)
Our domestic violence service opened a new and unique service outside of London in 2008, by providing safe houses and specialist support to women fleeing domestic violence who have additional needs, such as mental health, alcohol or substance misuse which lead to them needing specialist support. By winning the award we were recognised as providing services which cater for these complex needs, where women would normally be excluded from mainstream support services due to the more intensive support they generally require.