Getting involved...
Residents at the heart of Helena
This information is all about you. It sets out Helena Homes' commitment to you as a Helena customer and our focus on delivering you a VIP service.
One that makes you feel Valued, Involved and Positive - VIP.
You'll find lots of suggestions for how to get involved and help us improve our service. For example, you could join a tenants' or residents' group, fill in a questionnaire or read our newsletter, Helena Headlines.
We're always trying to improve - so we'd love to hear from you. We want to know what we are doing well and what we could do better.
What's Helena's approach to involving customers?
Our approach is to work with our customers so we can be stronger together. Through involving you we believe we can create better communities and improve the service we provide to you as your landlord.
We promise to:
- Listen to you and take your views and suggestions seriously
- Provide you with information in plain English
- Provide opportunities for you to get involved at a level you feel comfortable with
- Support you to get involved
- Continually strive to improve our services
How can I get involved?
There are lots of ways you can get more involved as a Helena customer. Each involves different amounts of commitment and all are important to us.
If you're willing to make a big commitment then you could apply for a place on our Board of Management. Or if you've less time to spare, but still want to get your views across, you could simply fill in a survey or questionnaire for us.
One easy way you can become more involved is to keep up to date with what we're doing. The best ways to do this are via our website or you can read our newsletter, Helena Headlines .
Read on for the different ways you can get involved
The ticks will tell you how much time it takes to get involved
The frequency of meetings etc is also detailed so you can judge the likely weekly/monthly/bi-monthly commitment.
Tenant Board Member
Key features: Members are involved in the decision-making that affects the whole company and there are therefore lots of formal meetings with Directors and the Chief Executive. Expenses are paid for attending meetings and things like travel costs. Training is provided by Helena and regular appraisals are undertaken.
Useful for: Residents who want to get more involved in how Helena is run. Up to a third of Helena's Board are tenants and currently the 12-strong Board of Management includes four Tenant Board Members. There are also three co-optee members on the Board.
Time Commitment: 
Communities Together
Key features: This is the umbrella group of representatives from all tenants' and residents' associations and buddy groups. Representatives from each buddy group and tenant and resident association meet to comment on areas of Helena's work and policies.
Useful for: Members of tenants' and residents' groups who want to get involved in shaping how Helena is run and keep an eye on how we're doing.
Time Commitment:
Individual consultation
Key features: We may send letters inviting you to visit show houses to choose your new kitchens or bathrooms. Surveys will also be used to find out how satisfied residents are with the work carried out.
Useful for: Having a choice when your home is improved, giving your comments on our improvement programmes, individual schemes and regeneration initiatives.
Time commitment:
Newsletter - Helena Headlines
Key features: All the news from Helena in an easy to read newsletter produced four times a year and sent to all residents. Helena Headlines includes information on our improvement programme, local news and opportunities to get involved. You can be involved in the newsletter by joining the editorial panel.
Useful for: Keeping up to date on what's happening at Helena Partnerships.
Time Commitment:
Annual Report
Key features: Provides information on our performance and compares it to similar organisations so you can see how we're doing. Produced once a year and sent to every home.
Useful for: Residents who want to find out about our performance during the last 12 months.
Time commitment:
STATUS satisfaction survey
Key features: These are sent to all homes every three years and residents are involved in their design. Feedback is provided to our Board and the company's future plans are based on the answers given.
Useful for: Getting your views on our services and how we are doing.
Time commitment:
Technology: www.helenapartnerships.co.uk
Key features: Our websites contain information about all our activities and services. You can report repairs, e-mail us a question and look for a home in the Under One Roof section.
Useful for: Those who have access to a computer and the internet. Remember, you can use a computer at libraries across St Helens.
Time commitment:
Sign-up packs and handbooks
Key features: These are given to all new residents moving into a Helena home and give advice on how to report repairs, make rent payments, report anti-social behaviour and make complaints. The handbooks also tell you where to find your neighbourhood office and who your dedicated officer is.
Useful for: Getting information when moving into your new home.
Time commitment:
Repair satisfaction cards
Key features: A satisfaction card will be given to you after each repair is completed. Tick the boxes to tell us if the repair was completed properly and return it to us using the pre-paid card.
Useful for: Giving us feedback on your experience of our day-to-day repairs service.
Time commitment:
Home visits and surgeries
Key features: Home visits are available to all residents, and you can book an appointment to suit you, including in the evening. We also hold regular surgeries at neighbourhood offices where you can get advice and information. Speak to your neighbourhood office for details.
Useful for: Those who wish to talk in person with a member of staff about a problem or issue.
Time commitment:
Telephone surveys
Key features: One to one contact with service users over the telephone.
Useful for: Findingout your views and opinions on a particular service.
Time Commitment:
Exit interviews
Key features: Talking to you when you move out to understand any issues in your neighbourhood and to plan for the future e.g. building certain types of homes in an area because there are none available, such as bungalows.
Useful for: Asking you why you are moving out.
Time Commitment:
Improvement Programme Surveys
Key features: This might involve a satisfaction survey, meeting or focus group to discuss what went well, what didn't and what we have learned for the future.
Useful for: Getting your views on how the programme was delivered and how the contractor performed.
Time commitment:
Readers panel
Key features: Our readers' panel meets regularly before Helena Headlines is printed. It also reviews our leaflets on an annual basis or when there is a change in policy.
Useful for: Commenting on articles for Helena Headlines and reviewing leaflets.
Time commitment:
Estate walkabouts
Key features: Members of tenants' and residents' groups and any interested resident get together with a Community Engagement Officer and Neighbourhood Officer and walk around the neighbourhood to highlight concerns and issues. Details of walkabouts are displayed in reception areas of neighbourhood offices.
Useful for: Listening to issues of concern about the environment of your estate.
Time Commitment:
Focus groups
Key features: Focus groups take part in informal discussion with about 10 people. They meet on a one-off basis and the discussion is run by someone from Helena Partnerships.
Useful for: Getting residents views and opinions on a particular issue.
Time Commitment:
Working Groups
Key features: Groups might meet monthly for a set period of time to carry out a service review, or they may be ongoing to look at issues such as our improvement programme.
Useful for: Getting involved in more detail on a particular service area such as grounds maintenance.
Time Commitment:
Residents Associations and Buddy Groups
Key features: Residents' associations need a committee with a chair, secretary and treasurer and a constitution (set of rules), while buddy groups are less formal. Helena staff can be invited to meetings if needed to answer particular questions. We can help with running costs for both. Start up grants are also available for new groups. Ask your Community Engagement Officer for more details.
Useful for: Residents who want to get together to discuss how their estate is being run and to deliver changes and improvements on the ground. They're also a great way for residents in a neighbourhood to get together, to give them a single voice, arrange social events and build community spirit.
Time Commitment:
- The time commitment can be high for a residents' group but there is some flexibility depending on your circumstances and whether your group is a buddy group or a tenants' and residents' association
Partnering Contracts
Key features: This means getting involved in the selection of contractors for improvement programme works, helping agree what will be done and what standards we'll expect. You'll also help us monitor performance and give us your views once work is finished.
Useful for: Residents who want to play an active part with partner contractors working on their estates.
Time Commitment:
Empty property panel
Key features: Residents visit empty properties before and after letting and speak to new tenants. They give us their views on what needs improving and help promote examples of good service.
Useful for: Residents who are interested in helping us take a closer look at the standard of our empty properties.
Time Commitment:
Estate agreements
Key features: Residents can get involved with helping us shape agreements on service levels covering things such as anti-social behaviour, environmental standards, and local lettings policy.
Useful for: Residents who want to agree standards for services on an individual estatebasis.
Time Commitment:
If you are interested in getting involved, or want to set up a group in your area, please contact the Community Engagement Development Officer on 01744 675678 or via e-mail at joanne.mcmahon@helenapartnerships.co.uk.
What have we missed?
We'd like to hear your suggestions for how you might get involved. If you have any ideas please let us know.
How can I get in touch?
You can speak to your Community Engagement Development Officer whose job it is to help you get involved.
Click here to find out how to contact our local neighbourhood offices>
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