At Mears Living, your voice matters
We aim to put customers at the very heart of our service. We want you to have the chance to tell us what you think, and to influence the decisions we make about the way we design and deliver our services.
At Mears Living, we recognise the importance of involving tenants and giving you the chance to shape and provide feedback on our service.
As a registered provider, we are regulated by the Social Housing Regulator who sets out consumer standards that we must comply with. These include standards for your home, your tenancy, your neighbourhood and community, and the way you are involved and empowered.
You can read about the standards here.
We are working hard to provide new ways for our tenants to be involved and empowered. Read on to see how you can make your voice heard.
Annual Satisfaction Survey
In 2022, our annual satisfaction survey closed in July and the results can be found here.
Whilst we know there is still a long way to go in terms of increasing our customers satisfaction, it is positive to see an upward trend from the results of 2021.
We use your feedback to change and improve the way we do things at Mears Living and to compare our performance with other housing providers in the UK. Please see our annual report for information on the improvements we have made following your feedback.
After every contact with us, we will send you a short questionnaire – by text or email - to ask you how we did. Fill it in to have your say!
You can give us your views on our repairs, our Housing Officers and our Customer Service Centre. Your feedback is really valuable to us and will be used to adapt and improve our services over time.
Every month, those that have responded to our text surveys will be entered into a prize draw for the chance to win a £20 gift voucher.
Become a Your Voice scrutiny panel member
The Mears Living Your Voice tenant scrutiny panel was established in 2021 with a core group of individuals and have had a modest start but we really need more members! The more people we have, the more insight we have to be able to make meaningful changes.
We are recruiting members for the Your Voice tenant scrutiny panel. If you would like to represent the views of tenants and help us improve our services, we'd love to hear from you.
So far, our core group has reviewed our tenant engagement framework, website and basic communications and our complaints process – but we need more in-depth reviews to scrutinise performance on a consistent basis.
What is the Your Voice scrutiny panel?
The Your Voice customer scrutiny panel is part of our commitment to involve tenants at the highest level to ensure we are listening to you and making changes and improvements as a result of your feedback.
The panel will be made up of about 10 customers who will meet together around four times a year to:
· Review our performance
· Ask questions about our service and the decisions we make
· Represent the views of tenants across the country
Members have the freedom to look at any issues they believe are important to residents, including things like complaints, repairs and maintenance, and policies and procedures. The Panel will report directly to the Mears Living Board.
If you would like to be part of the Your Voice tenant scrutiny panel, please contact Lisa Newton on 07968 315854 or by email at email@example.com, telling us a bit about yourself and why you'd like to join.
Annual ‘Your Voice’ Survey
You can also become members of the Mears Your Voice online group. Whilst the online group is for customers across the Mears Goup, we can also specifically target Mears Living tenants to invite you to Forum’s along with asking you important questions on our service from time to time. More information here.
To join, please click here.
Get involved in local and community events
Look out for information about community activities and events we are running or supporting in your area. You can find out more about how to get involved with your community on our website.
For more information contact:
FREE training for tenants
We are offering FREE training courses for tenants, through Mears Pathways - a new initiative with our partners, Learning Curve.
Mears Living tenants can get access to a whole range of free courses from employability, to health and physical fitness, to retail and administration to care qualifications.
The courses are all accredited and are designed to improve job prospects or simply further your knowledge and education. They are mainly delivered online and are flexible so you can fit them around family, work or childcare responsibilities.
The courses really are free - no hidden fees, etc - because Learning Curve have access to Government funding. The only time a charge may be made is if you sign up to a course and don't complete it.
Find out more about what's on offer through Mears Pathways, here: https://www.learningcurvegroup.co.uk/landing/mears
When you sign up, quote Mears Living when asked where you heard about the scheme.