Get Involved

Get involved and help us improve our services

We believe that it is essential to enable our tenants to have a say in their tenant journey and how their housing services are delivered. Now that we are working in partnership with Cadwyn Housing Association, we have jointly developed a new tenant involvement strategy.

You can volunteer your time to provide valuable feedback/ideas to help us better meet the diverse needs of our customers and improve tenant satisfaction in a number of ways:

• Become a Board member and help with strategic governance and guiding operations  (we will advertise and recruit when there is a vacancy).
• Become a Cadarn Scrutiny Team member to scrutinise our services at a strategic level (we will advertise and recruit when there is a vacancy)
• Attend an online focus group to help us improve our homes and services.
• Come along to a monthly community pop up event and talk to staff about any housing related issues or questions that you have. We will send you a text or an email when we are in your area.
• Join our Reading and Policy Panel to review our policies and documents by email.
• Help us recruit new staff by sitting on our interview panels. We will provide you with training before you become a panel member.
• Join our Community Benefits Funding Panel to help decide how and where our community benefits funding is spent in our communities.
• Attend meetings using the tenant portals at independent living communal lounges. They are held to enable tenants from our 5 schemes to discuss the services they receive and how they can be improved together.
• Participate in an online, phone, or postal survey to share your feedback (more information on the independent Acuity phone survey below).

Don’t worry if none of these options appeal to you. We would still love to hear from you. Please contact our Customer Service team on 0303 040 1998 if you want to give us feedback (good or bad) on any aspect of a service you have received from us.

How can I find out what’s coming up?

We will share announcements about upcoming meetings and events:

• On our social media.
• On our tenant portal ‘My Newydd’.
• In our bi-monthly tenant e-newsletter 'In Focus’.
• Via email/text/letter

What do I need to get involved and is there support available?

To participate in online meetings, you will need a device with internet access (e.g. phone, laptop, PC). If you don't have the necessary equipment, our Digital Inclusion Team can provide IT for free along with training.

We can provide transport to in person meetings or reimburse your mileage, we also provide refreshments in these meetings. Meeting times will be varied to accommodate everyone's schedules and we will do our best to accommodate any other requirements a tenant has. For in person meetings, our office is wheelchair accessible, has resources for the visually and hearing impaired as well as access to a prayer room and breastfeeding room. We always try to book accessible venues if meetings are being held in the community.

Why get involved?

Our vision is to support and empower tenants to influence our strategic and policy decision making. This is to improve services through meaningful involvement opportunities.

Tenant involvement is a two-way method of communication between tenants and a landlord. It can lead to positive outcomes for everyone, including:

• Empowered communities that can shape the way our organisations work
• Improved services that meet the diverse needs of our tenants, which in turn improves tenant satisfaction
• More sustainable communities with a strong community spirit
• A better quality of life for tenants
• An opportunity for all tenants to have a voice
• Improved relationships between landlord and tenant built on mutual respect and trust
• Services that are more efficient, resulting in better value for money

TPAS Cymru state that tenant involvement “is a way for tenants and landlords to share ideas. It is a way for the tenant to be involved in the decision-making progress that occurs during discussions about improving the standard of housing conditions and services. This is a beneficial for both the tenant and the landlord, and the idea is to give the tenant an opportunity to voice concerns, share opinions and contribute positive ideas about the housing service they are receiving.”

We will continue to develop, a culture of trust, respect and partnership and will work closely with our tenants and partners towards the common goal of better housing conditions and services for all.

We want your feedback to improve our services

Every year, a market research company called Acuity contacts 500 tenants for their opinion, on the services Newydd delivers. The survey should take approximately 10 minutes to complete and is strictly confidential. You may remain anonymous, however should you wish, you may give Acuity your name so that we can investigate any issues and improve our services. Acuity only makes calls between the hours of 9:30am and 19:00 Monday to Friday and between the hours of 10.00am and 18:00pm on Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until they hear your answerphone, to ensure tenants with mobility issues are given sufficient time to get to the phone. Please share your feedback with us if Acuity contact you to complete a survey or any other satisfaction surveys that you may receive. Your input helps us to understand how we can improve our services.

If you would like to sign up to our Reading and Policy Panel, join our Community Benefits Funding Panel or help us with recruitment or for any other enquiries relating to tenant involvement in improving services - please contact Tracy James, our Involvement Officer, at tracy.james@newydd.co.uk or 02920 00 5477.