Driving success through resident engagement

In October 2022, Karen Boothe joined Rosebery as our Customer Engagement Officer, during this time a lot has been achieved. These accomplishments have increased resident voices to influence decisions that we make about the management of your homes.

Highlights include rebranding of the Resident Scrutiny Panel (formerly Virtual Scrutiny Panel) and setting up two Service Innovation Groups for Estate Services and Repairs. We are also gearing up to launch a mystery shopping programme in September, facilitated by new resident recruits.

Karen’s role is to build relationships and encourage more residents to get involved with Rosebery, by fostering stronger communities and empowering residents to have a greater say in helping to drive continuous service improvements. Karen has told us of some of the highlights she has experienced since she took on her role:

  • Adapting to change – embracing flexibility is vital, as sudden shifts are constant. Quick adjustments and seizing new opportunities to engage residents has been important.
  • Navigating challenges – dealing with dissatisfied residents can be tough, but it’s an important aspect of the role. I’ve listened attentively and try to turn negative experiences into positives ones for residents.
  • The rewarding impact – despite challenges, my role brings huge satisfaction. I have been able to improve residents’ life chances by empowering them to have a greater say in the design and delivery of our services, based on their valuable feedback.

If you would like to receive more information regarding how you can get involved, please contact Karen Boothe, on gettinvolved@rosebery.org.uk or call 01372 814 000.

Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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