We encourage all residents to get involved in a way that suits them so they can share their views and help us improve services.
Often involvement is short and snappy, a quick survey or joining a one-off focus group. Other activities like joining the scrutiny panel or becoming a mystery shopper are more of a commitment.
In these situations, there will be a recruitment process. For scrutiny panel, it's an application form then an interview. For other activities we are likely to send out a role description and will ask you to let us know how you best fit the role. We will choose residents based on their responses and will also aim to have diverse representation when possible.
There may be situations where it's not appropriate for a resident to join or continue an activity such as:
- A resident has a complaint currently with the Housing Ombudsman.
- A resident has had a stage two complaint not upheld by us within the last 12 months and is intending to go to the Housing Ombudsman.
- A resident has breached our unacceptable behaviour policy and we have taken action as a result.
- A resident is, or becomes, the subject of an order of any court proceedings.
- A resident breaches the agreed code of conduct.
In these situations there is a conflict of interest because involvement could be influenced by the outstanding issues a resident is experiencing. Although we want residents experiences- both good and bad- to inform their involvement, we need to make sure individual issues are fully dealt with through our complaints process or other relevant policies and procedures. We will carry out checks internally during recruitment and may not offer involvement opportunities to residents who are in the situations above.
We may make other checks internally before a resident joins a group or panel and will take decisions accordingly. We will also prioritise the recruitment of residents who aren't already members of regular groups or panels to widen opportunities and diversity.
Members of West Kent staff who are also residents won't be able to join groups or panels due to the conflict of interest this would involve.