A new Resident Consultation Service

EAC has devised an entertaining method of consulting the residents of retirement housing. This card-game resident consultation tool informs managers and housing providers on how their residents value their home, the communal facilities, the services they receive and the lifestyle.

The card game involves the residents in small groups as well as individually, giving them the chance to discuss statements and agree on ratings, but also to respond privately.

An excellent illustrated account of the way the game works and how much residents enjoy it can be found in Inside Housing, June 2011, Need to Know, 'Play Your Cards Right.'

EAC Provider Reports come in two types:

• Type A reports are available for all schemes which were nominated by their residents for the annual National Housing for Older People Awards
• Type B reports are the output of specially commissioned consultations

See a SAMPLE report and Price List

If more than two or three schemes are involved in type A or type B consultations, the service will include an additional free Provider Aggregate Report – see sample.

For more information call 020 7820 1682 or email alex.billeter@eac.org.uk

Download promo leaflet

Special Offer: we have access to a sponsorship funding from Legal & General to subsidise a limited number of consultations. This will allow us to bring the cost down drastically and hopefully to enhance the reputation of our RCS. Later we will have to return to realistic pricing. Contact us to take advantage of this offer.

Testimonial

“We’re really pleased with the reports – they are simple to read and understand, and the benchmarking element is very useful. It was also useful to have details of numbers of participants.

I’m now arranging to meet with staff and feedback to residents – particularly where we had red scores (I liked the green / red element – really focuses attention on the key issues).”

Peter Huntbach
Older Peoples Housing Manager
Sheltered Services
Housing & Social Inclusion
Brighton & Hove City Council

Testimonial

We chose to use the EAC Card Game as the basis for our large scale tenant satisfaction survey in our very sheltered, sheltered, retirement housing because we wished to

·       Minimise staffing resource requirements in the administration of the survey including survey development, collating responses and producing initial analysis of feedback

·       Minimise staff influence on responses made by tenants to ensure integrity of information.

·       Demonstrate to stakeholders that we are responding to tenant feedback about the frequency of consultations and how these are conducted

·       Ensure that the survey process is enjoyable as possible for older participants taking account of individual needs of our customers

·       Maximise tenant participation and response rates

·       Provide an opportunity to assess the appropriateness of the approach for future tenant satisfaction surveys

Having individual court (scheme) reports has allowed us to easily share with tenants the feedback received and agree any actions we need to take to improve our services. Also by considering all the feedback received we have been able to identify a range of actions at a national level which we believe will lead to service improvement.

The feedback has also been extremely useful in assisting us when updating our self-assessment returns to the Care Inspectorate (the care services regulator in Scotland) and demonstrating to our funders our continued commitment to consultation and service improvement.

We are now consulting with tenant on using the EAC approach for future tenant large scale satisfaction surveys

Bob Pettitt
Head of Care and Support
Cairn Housing Association
Inverness