This month, we’re highlighting how residents with lived experience of a disability can help shape how we improve our services by taking part in our Resident Inclusion group. 
This group plays an important role in reflecting key areas of our Tenant Satisfaction Measures (TSM) results – particularly around residents feeling confident that West Kent listens to their views and acts based on what they tell us.
By involving residents directly in conversations about our services, we can better understand what works well and where we can improve.
What the Resident Inclusion group does
The group focuses on the services we offer and how they can be improved.
One current project is supporting the selection of new suppliers for our contact services, including both online and telephone support. Residents in the group are helping us think about how these services should work and what matters most when getting in touch with us.
We are also working on restoring our resident portal, which has been unavailable for some time. Residents are helping shape how the new system should look and function, ensuring it is clear, accessible and easy to use.
Our aim is to better understand how all residents prefer to contact us and to design services that meet a wide range of needs.
Accessibility
Our Resident Inclusion group is designed to be inclusive and accessible.
Meetings are held online and in person, so residents can take part in the way that suits them best. We also make further adjustments where needed to help everyone join in, for example, we have recently used live transcription in Microsoft Teams to support a deaf resident to participate fully in discussions.
We also offer transport for residents with limited mobility who wish to attend meetings in person. Our Resident Involvement team is open to other requests and works closely with residents to make meetings as accessible as possible.
Get involved
If you would like to share your views, join the group and help test new systems for future use, we’d love to hear from you.
Join the group by visiting our Resident Inclusion group page and filling out the form.
Your voice, Our action in motion
This group shows how listening to residents can lead to meaningful change. By involving residents with lived experience in shaping our services, we’re turning feedback into action and building services that work better for everyone.