There's the 'Famous Five' and the 'Magnificent Seven'. Now there's a brand new magic number: 'Arena 300'. This new group is all about engaging with and empowering you, our residents, to help us improve the service we offer by listening to your experience of it. Comprisong 300 residents from right across the Arena Housing Group, 'Arena 300' is a new sounding board that will get right to the heart of Arena's services and your experience of them
'Arena 300 is about placing the customer experience at the heart of our service delivery, ensuring that residents have a stronger input into the services they experience' says Paul Smith, Arena Housing Group's Executive Director of Operations
Why have we set it up?
One of Arena's key objectives is to drive, encourage and embed a culture of engagement and empowerment in the delivery of services
We need to fully understand residents' experiences of accessing services
We need to gain first hand insight into residents' needs and expectations
We realise that relying totally on customer satisfaction surveys has its limitations
This is how it will work ...
It will be a working group of 300 residents drawn from across the Arena Housing Group
It will act as a consultancy team for Arena to call upon when reviewing service delivery
The group will be encouraged to discuss issues through workshops and focus groups
Analyse problems through creative workshops
Devise solutions to improve services
Measure impact of change through satisfaction surveys
When?
Following the release of the results of the current resident satisfaction survey (STATUS) in April, those areas of service most in need to improvement will form part of the initial workshop discussions with those residents keen to be part of the Arena 300
How to get involved
It's simple: you will be sent a flyer explaining the workings of Arena 300. It will include a freepost envelope with a return slip. If you'd like to be involved in Arena 300 simply fill in the form, put it in the freepost envelope and pop it in the post. A member of staff will then contact you and confirm your participation