from Melanie Olymbios, English Rural Resident & Member of the English Rural Scrutiny Group
I’m Mel Olymbios, and as a member of the Resident Scrutiny Group and a long-standing resident of English Rural, I am delighted to extend a warm welcome to you all. I would like to take this opportunity to present our Residents’ Annual Report for 2022, which outlines the progress we have made over the past year and our plans for the future.
The Resident Scrutiny Group is a devoted team of residents who work to ensure that the needs and concerns of our community are heard and addressed by English Rural. In addition to this, we closely review and scrutinise the services provided to residents, ensuring they meet the highest standards. Throughout 2021/22, a dedicated project group of residents worked together to develop English Rural's Customer Charter.
This important document outlines seven commitments that residents can expect from English Rural, including customer service, repairs and maintenance, and resident involvement. The Resident Scrutiny Group is responsible for ensuring that these commitments are fulfilled and that all residents receive the highest standard of service.
We recognise that residents have now been informed of our annual rent increase, which is necessary to support the upkeep and maintenance of our homes. We understand that this may be a challenging time for some residents, and we want to assure you that help is available. If you are struggling with your rent, please do not hesitate to contact your Housing Manager, who will provide support and assistance.
Over the past year, our community has achieved many accomplishments, including the implementation of a Household Support Fund to support residents in difficult times. We have also undergone a successful IDA (In-Depth Assessment), carried out by the Regulator of Social Housing, which resulted in a V1 G1 score. This assessment evaluates the governance, financial viability, and overall performance of housing associations, and our score demonstrates that we are a well-run and financially stable organisation. This achievement allows us to continue improving our services and addressing the needs of our residents.
We are also pleased to announce the appointment of a new Customer Services Manager, Charlotte Priebe, who is dedicated to developing and strengthening English Rural's service offerings to residents. Charlotte will be leading on tenant engagement and working closely with the Resident Scrutiny Group, ensuring that residents receive the highest standard of customer service and that their needs are heard and addressed.
English Rural remains committed to maintaining safe and well-kept homes for all residents. We have implemented robust fire safety measures for all residents, including those living in flats with communal areas, where regular fire safety inspections are undertaken and reported on. In addition, we have recently completed a review of our damp and mould procedures.
The Resident Scrutiny Group plans to review and update guidance on damp, mould, and condensation for residents, ensuring that everyone has access to accurate and helpful information.
Thank you for taking the time to read this report. We hope that it provides you with a valuable update on the work of the Resident Scrutiny Group and English Rural as we strive to serve you effectively and efficiently.
Best regards, Mel Olymbios
