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How to get involved!

We want to hear from you! Have your say on we can improve.

At Trident Group we want to hear your opinions and have your involvement to improve our service to you.

We are committed to working closely with our residents and customers to help improve our services and we understand different groups and individuals will get involved in different ways. 

Trident Group will ensure that you, our customers, are at the heart of everything that we do. We will work with you to shape our services, taking your views into account in everything that effects you. We are committed to telling you how we are performing and being open, honest and transparent.

Our Resident and Customer Engagement Strategy sets out and provides a ‘menu of options’ for key involvement and engagement. 

To read our Resident and Customer Engagement Strategy, please click the link below:

Customer & Resident Engagement StrategyDownload

Menu of Engagement

We have a number of initiatives/activities you could get involved in, some of these are listed below:

Formal Participation

If you’re interested in engaging with Trident Group at a strategic level and have the capacity to commit to agreed periods of time on a regular basis, please see opportunities below:

Customers will have a representative on the Homes & Communities Committee. This
representative shall sit as part of the committee to ensure that the customer voice is being
heard and acted upon. This representative will also sit on CVG and report back their findings
to the group. This acts as a strong link between the 2 and gives customers the opportunity to
ensure succinct working practices.

This group is our formal group and carries the following Terms of Reference:

“The group will be part of shaping, participating and reviewing a variety of activities, with a focus on resident and customer-led initiatives across different geographical locations. Our goal is to ensure a strategic alignment with environmental, social, economic and well-being outcomes.
The group will play a key role in influencing Trident’s communication strategies to meet the diverse needs of all residents and customers. It is vital that services provided by Trident are fair, equitable, and aligned with expectations.
Operating within Trident’s governance structure, the group will directly engage with the Homes and Communities Committee to ensure effective oversight and decision-making. Members of the group will advocate for an influential customer voice that will hold Trident (‘The Landlord’) to account with effective challenge and insightful scrutiny of performance information including Tenant Satisfaction Measures, strategies, policies and services. This will foster a culture of transparency, accountability, and continuous improvement within Trident Group.”

The Customer Voice Group (CVG) provides oversight and assurance to board that the customer voice is being heard and considered in everything that we do. They are responsible for ensuring that we are meeting our obligations regarding the consumer standards as well as ensuring action plans in relation to these and other scrutiny activities are robust, actioned and have the effect that was expected.
The CVG should challenge the organisation to ensure that we are compliant and hold us to account on behalf of the entire customer base.

These meetings take place every 2 months for 2 hours.

This is an opportunity for you to make sure that any changes across any Trident Group services meet the needs of our residents and customers.  The panel meet to scrutinise a range of service areas through service reviews, performance analysis, customer feedback and staff intervention.

The Scrutiny group is independent of the CVG and will perform a deep dive into the subject matter as chosen by you and board. This review is designed to look at a specific service area or function and look at how it can be improved from a customer perspective. You will ask us for all the information you need to conduct the review, produce a report about the review and, in conjunction with us, write an action plan to resolve any areas found within the review. The progress of the action plan should be monitored by the CVG.

How much time is involved?
Research, preparation and review work of the panel can take up to 2 hours per week.

Trident Group procures goods and services which supports in meeting its obligations.  The panel assists officers and managers in the procurement process with focus on how the contractor/service provider will deliver against the expectations of our residents and customers.  The panel will be involved in the tender process including interview of the contractor/service provider who apply to secure our tendered out contracts.

How much time is involved?
Research, preparation and review work of the panel can take up to 2 hours per week.

The purpose of this group is to undertake work on a specific service area – for example agreeing service standards or revising the complaints procedure.  The outcomes may be achieved over a couple of meetings; with collating resident/customer views, ideas and experiences, influencing the outcome.

How much time is involved?
Research, preparation and review work of the panel can take up to 2 hours per week.

You can support Trident Group recruit the right calibre of staff by actively participating in interview panels.  Full training will be provided to help develop your communication, interview, interpersonal and decision-making skills.

How much time is involved?
Between 4 – 10 hours per month depending upon training and interview schedules.

The Building Safety Panel will meet to discuss building safety in Trident Housing properties.

These discussions will cover:

• Health and safety compliance
• Consultation plans
• Policies and procedures
• Building safety maintenance
• Fire safety
• Responsible neighbourhood management (communal areas, anti-social behaviour)

The Leaseholder Panel meet to discuss issues and concerns that affect our leaseholders and shared owners specifically.

This can include consultations for works alongside other issues raised.

The panel will meet to discuss communications sent out to residents from the organisation

• Marketing and Communications
• Documents
• Leaflets
• Surveys
• Posters
• Webpages and Social media Content

How much time is involved?
2 hours every 2 months along with preparation time ahead of the meeting. Meetings can be done online as well as in person.

The Complaints Panel will meet to discuss customer complaints, including the following:

• Reviewing policies & procedures
• Support for residents after stage 2 complaint process
• Complaint resolutions
• Review trends
• Review survey feedback

Active Participation

If you’re interested in your local community or specific services and have limited capacity but able to commit being involved on a more irregular basis, then the opportunities below may be of

Estate Champions are customers that want to get involved without a hard commitment to
meetings. They will monitor communal services such as:

  • Grounds Maintenance
  • Communal Cleaning
  • Whether reported repairs have been carried out
  • Report any low level ASB issues such as graffiti.

This will be done by the completion of a short survey that they can fill in at any point. This feedback can then be used to monitor the quality of the service as well as whether it has been completed and this can then be used to ensure Value for Money and service standards are met. We will also use this to improve the service offering where required.

Why not join a walkabout with your neighbours, Trident Group staff and partner organisations in your community? By doing so you can raise issues which we can improve by creating action plans to make your estate a better place to live.

How much time is involved?
1 hour, up to 3 times a year.

You can help to influence Trident Group’s service delivery by carrying out mystery shopping online, by telephone or visiting our offices. Support will be given by our staff and other residents/customers who have been or currently are mystery shoppers.

How much time is involved?
1 hour, every 6-8 weeks.

These associations or groups work at a local scheme or estate level. You will have the opportunity to attend meetings on an 8 week or quarterly cycle to work with Trident Group on identifying and delivering localised improvements. For more information on how to for a resident/customer association or group, please click our forming a resident group page.

How much time is involved?
2 hours, every 8-13 weeks.

Involved Participation

The following opportunities are for those who are interested in the things that affect them personally, their family or immediate neighbours and who have very limited capacity or time but are willing to participate on an ad hoc basis:

You can support Trident Group to improve how services are delivered by participating in either paper or online surveys, such as the Customer Satisfaction Survey. Our surveys are completed by TLF Research Limited – an independent organisation who you can confide in confidentially.

The surveys are usually short and easy to complete, taking up no longer than around 10 minutes of your time.  They can be completed in a confidential manner within the comfort of your own home or you can be supported by our staff to complete them at one of our offices/services.

How much time is involved?
On average no longer than 10 minutes, per survey.

While this may seem an odd way to help us improve, by making a complaint you are helping us to know what areas of Trident are not working as well as they should.

You can make a complaint by contacting our complaints team by calling them on 0121 633 4633 or by emailing complaints@tridentgroup.org.uk.

You can get in touch with us using our social media channels – giving you a chance to have your say.

You can follow us on Facebook, X, or BlueSky.

Subscribe to our e-newsletter and keep up to date with the engagement events near you.

To get involved in the above opportunities or suggest new projects across the Group, please contact the Community Engagement Team, on 0121 633 4633 or email communityengagement@tridentgroup.org.uk

We also understand that some residents and customers may not feel comfortable to take part in our projects in person and therefore we would encourage you to take part in our surveys so we can still take on your views and feedback.

We regularly ask for your views on a range of things through questionnaires and surveys. Filling these in help provide us with data and tell us how well we are performing or where we need to improve. 

Your contribution, no matter how much or how little, is important to us and helps us to constantly review our performance in our drive to deliver excellent services.

To get your voice heard and join in with projects that will influence the services you receive please complete the form below.

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