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Resident Involvement

Checking that residents are happy with the work we are doing is essential, as we are constantly trying to improve the service we provide. The main aim of the Association is to place residents at the heart of everything we do. Our residents are given a range of methods through which they can choose to be involved. Due to the widely dispersed nature of our homes in 87 locations, our Residents Representatives not only act as our “eyes and ears” in their locality, but also meet quarterly with Trustees and staff to discuss current issues at a Residents Forum. We have extended this format to Area Meetings to enable more in-depth discussions of local matters.

In order to allow residents their voice in our Governance the 2005 AGM approved amendments to our Rules to allow residents to be appointed as Trustees and sit on the Executive Committee. Elizabeth Hewitson (Horden) and Una Mack (Witton Gilbert) were elected as Trustees and also serve on the Housing and Development Sub Comittee.

Annual reviews of Resident Involvement produce revisions of the Strategy and Action Plan which have so far seen an increase in Resident Focus Group Membership from 8 to 30, attendance at the Residents Forum increased by an average of 20%, and Area meetings have been introduced.

The Association has prided itself on resident satisfaction & involvement, but like all organisations must continually strive to improve.

Resident Survey

Our latest tri-annual survey (2007) of residents received a positive feedback with the following results:

  • 96% expressed overall satisfaction with the services provided by DAMHA
  • 91% felt their service charge represented good value for money
  • 96% were satisfied with their accommodation
  • 92% were satisfied with the condition of their accommodation
  • 93% were happy with the area in which they live
  • 97% thought staff were helpful
  • 96% were satisfied with the repairs and maintenance service
  • 88% thought DAMHA were good at taking residents' views into account
  • 95% thought DAMHA were good at keeping residents informed
  • 73% were satisfied with the opportunities to participate in management & decision making