Get involved and have your say

We have a ‘Better Together’ programme. 

Engaging and involving our residents is important to us. We constantly seek ideas, feedback and suggestions from our residents and their family in order to continuously improve our service. Here are some of the ways we gain feedback: 

Resident meeting  - Residents meet regularly with our care home manager, they share feedback, staff updates and plan events.

Catering meeting - Our Chef Manager arranges catering meetings so you can give feedback about our dishes and recipes, and make suggestions for the menu.

Resident satisfaction survey - Every year we formally ask residents for their feedback in a questionnaire. This is anonymous feedback about all areas of our service.

Relative satisfaction survey - It’s important that your relatives or close friends have the opportunity to share their feedback too so we share a questionnaire with them every year.

Click here to see the results and action plan from our last residents and relatives survey.

There are many ways you can get involved. Here are some examples.

• Editorial panel for the residents’ magazine, New Outlook: Join us and help edit the magazine including writing content and proof reading.
• Resident involvement in procurement: Assisting us in evaluating tenders and sitting on contractor interview panels, as well as Board members.
• Resident involvement in key posts for recruitment: Where you can get involved in the recruitment of the executive team and scheme managers.
• Resident surveys: We ask you about what they think about our services to measure improvement over time and to capture views and feedback about a service or issue.
• Project (task and finish) groups: Involving residents, relatives and Board members, in groups to look at specific services/issues, for example, the website, anti-social behaviour and resident engagement.
• Coffee mornings: Board members to also participate in these coffee mornings
• Scheme meetings for residents: regular meetings at your scheme with the Scheme Manager and Regional Manager.
• Service charge meetings: Twice a year for leaseholders.
• Scheme newsletters: Including a resident's area and 'you said, we did' feedback.

We welcome your suggestions, comments and views on how to improve the services we offer. We also like to know when we've done a good job and met, or exceeded your expectations.

We recognise that from time to time things go wrong and you may feel you have not received the quality of service you deserve. In this case you have the right to complain.

Below is our complaints policy for both our housing and care homes.

For more information and to make a complaint or give a compliment, please contact your scheme manager or home manager.

Alternatively you can contact our Customer Services Officer on 01323 875242, email: office@sussexhousing.org.uk or complete the online 'contact us' form.

Here is our complaints policy and helpful guide: 

Handling complaints in sheltered, ILA and leasehold Policy 2024[pdf] 255KB

Your guide to making a complaint, compliment or comment[pdf] 118KB