Independence at Home group

This group was set up in November 2010 to encourage older customers who receive support as well as other services to get involved and give a view.

If you are interested in how Rooftop works to improve services for older customers then you would be welcome to join the group. You will:

  • meet as a group at least four times a year
  • contribute to discussions on services to older customers including for residents living in our schemes
  • meet some of our staff and Customer Panel members
  • give your views on the activities programme for older residents.

Local residents' groups

By forming a local residents' group in your area, you will have he opportunity to address any issues in your community, make a case for changes and improvements to services we provide, and give your community a voice. You will:

  • receive training and money to help you set up a group and get together with other residents in your community to discuss local issues
  • either meet regularly throughout the year, or get together for a short time to tackle a specific local issue
  • work with us, and other community partners, such as local police to make improvements or tackle issues
  • a small grant of £250 is available to help new local residents' groups set up.

Young people

We value the views of young people in our communities on the services we provide and offer a wide range of ways for you to get involved. You can join in with:

  • volunteering in local community projects
  • one off group discussions with staff and Customer Panel members
  • attending meetings to discuss services for young people
  • fun community events and activities

Communications Panel

As a Communications Panel member, you have the opportunity to directly influence hiow we communicate with our residents. You will:

  • help influence the content of our residents' magazine
  • review our information leaflets
  • give your views on how we can communicate with our residents better
  • receive various documents through the post or by email and comment on them
  • attend quarterly review meetings

provide feedback on the Rooftop website

Communications Panel meetings are being held on:

  • Tuesday 24 January 2017; 10:00 – 12:00; Meeting Room 2
  • Tuesday 18 April 2017; 10:00 – 12:00; Meeting Room 2
  • Tuesday 11 July 2017; 10:00 – 12:00
  • Tuesday 10 October 2017; 10:00 – 12:00

Customer satisfaction surveys and the Rooftop 1,000

Here are some of the ways that we involve all customers in giving their views on the services you receive. You can:

  • answer telephone customer satisfaction surveys
  • join the Rooftop 1,000 survey group, and be surveyed on services on a regular basis up to a maximum of four times a year

Focus groups

We have smaller focus groups to help us get your views on specific areas of our service. These focus groups cover areas like younger and older residents, residents living with a disability, anti-social behaviour and planned maintenance.

Please let us know if there is a specific area you would like to get involved in.

Mystery shopping

As a mystery shopper, you'll have the opportunity to look at how we deliver our services, and compare the with others. You will:

  • attend a one day training course before you start mystery shopping
  • enjoy talking to people, be confident on the phone and be able to listen and record what people say accurately
  • carry out mystery shops of various services, and record your findings
  • find out if staff are polite, knowledgeable and well-trained
  • find out if staff follow our customer care policies
  • receive a reward to say thank you for being a mystery shopper

Resident Board members

As a board member, you will have the opportunity to directly influence how we provide services to our residents. You will:

  • attend board meetings and events around eight times a year
  • read and comment on reports
  • support us at various events
  • be a board champion - this means you will have a particular interest in one of our business
  • receive ongoing development and training
  • be paid for this role