Resident leadership and effective governance
We are resident-led
We’re proud to be one of the few resident-led housing associations in the country. Our Community Gateway model offers shareholding membership to residents, which means residents can have a stake in our services, priorities and future direction. The Chair and Vice Chair of our Board are both Phoenix tenants, and residents are heavily involved in all that we do.
If you would like to get involved with Phoenix, there are many ways to have your say. From joining one of our resident committees, to attending one of our community events, you can get involved in a way that suits you.
Please get in touch to find out more, your voice matters!
Engaging with you
With residents from 1,500 homes in Grove Park joining us this year, we welcomed new voices to our Phoenix community and opened opportunities for more residents to shape and define our future.
We still have a long way to go to ensure we involve and engage with all of our new residents. We publish information about upcoming events on our website and in our quarterly resident newsletter, The Phoenix Flyer.
Some ways our residents got involved in 2021-22 include:
Phoenix Gateway Committee: helped shaped our approach to our Sustainability Strategy and Asset Management Strategy, our response to the Social Housing White Paper, the engagement strategy for building new homes and a new approach to measuring resident satisfaction.
Scrutiny Panel: focused on monitoring the implementation of previous review recommendations, supported Phoenix to gain the Centre for Excellence in Community Investment Board Charter, and reviewed performance and compliance with the regulatory standards.
Online Policy Consultation group: 219 residents took part in online consultations and reviewed two policies.
Youth Council: provided feedback on our Asset Management Strategy, our new homes programme, our Customer Services Strategy and on the topic of community spaces and safety on estates.
Getting to know you
Phoenix as 100 people
Age
Gender
Ethnicity
Disability
While most of our residents have been willing to provide information about their profile, only 59.63% of residents have been willing to provide information about disability and only 36% were willing to disclose their sexual orientation.
We need to do more work to understand why residents are less willing to provide information in these areas.
3,770 residents were asked how satisfied they were with Phoenix as a landlord over the year as part of transactional surveys.
Learning how we can do better
Phoenix has grown to over 7,500 homes. These are home to 17,200 people who are at the heart of everything we do, and we need your views to ensure we can prioritise improvements to our homes and services.
3,770 residents were asked how satisfied they were with Phoenix as a landlord over the year as part of transactional surveys. Performance in this area has dropped from 80% in March 2021 to 75.46% by March 2022, a downward trend which is reflected nationally.
In May 2022, we moved to surveying 10%-25% of our residents every quarter so that in 2022-23 we will have much more up-to-date information and can carry out changes to our services as needed. The surveys are anonymous and are carried out on our behalf by a company called K-west.
"Phoenix is great as a community-oriented organisation and by joining the Board I play a role in ensuring that we continue to provide excellent services."
Folashade Balogun
Folashade's story
Phoenix Board Member, Folashade Balogun, has lived in Lewisham for 17 years and became a Phoenix resident in 2021 through the Grove Park transfer. Folashade shares how she got involved with Phoenix before and after joining our resident-led Board.
"I used my voice to share my opinion on what a good landlord should be."
Folashade Balogun
My first interaction with Phoenix was before I became a Phoenix resident. I wanted to support the community through volunteering and decided to go into The Green Man as I was passing by.
As soon as I walked in, I felt welcome, and I just had a good feeling about Phoenix. I found out about an opportunity as a digital skills volunteer and was soon involved with supporting residents weekly with their digital needs.
As a volunteer, I was recommended the Phoenix Academy and decided to complete levels 1-3. I’ve always felt passionate about housing and while I didn’t know it at the time, completing the Phoenix Academy prepared me for joining the Board as a Resident Member.
When I came over to Phoenix in November through the stock transfer, I knew that I had to get involved and apply to join the Board. I didn’t have a positive experience with my previous landlord, and I wanted to ensure that I used my voice to share my opinion on what a good landlord should be.
Phoenix is great as a community-oriented organisation and by joining the Board I play a role in ensuring that we continue to provide excellent services. I am particularly passionate about repairs and ensuring that residents’ needs are met.
If you’re a Phoenix resident, old or new like myself, and want to get involved with Phoenix, please use your voice and find something that interests you. There’s lots of opportunities to learn, have your say and define our future!
Better
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