-A A +A

Community Programme

We are committed to involving our customers in shaping every aspect of our service.  We listen to customers' views, encourage their active involvement and think of new ways for people to get involved.

Our customer involvement programme focuses on engaging customers to ensure we deliver an excellent service, responding to their needs.

We carry out an annual survey of customers to make sure we have valuable feedback and respond to changing needs.  We also have a dedicated community involvement team who work closely with residents to give people the opportunity to get involved and shape our future services.

There are many ways you can get involved:

Customer forums

Usually dedicated to specific user groups to discuss common issues, including sheltered scheme forums, leaseholder forums and supported housing forums. Groups commonly meet once a quarter and are facilitated by staff.


Events take place locally and at our Head Office in Ashton-under-Lyne. Look out for adverts in our newsletter, social networking sites and on our website. Residents are welcome to help us organise events or simply attend and enjoy the activities.

Mystery shopping

Help us to monitor our services by taking part in mystery shops.  As a mystery shopper you will be asked to undertake training and then to complete four shops per year, either by visiting a Home and Community hub, making a phone call, sending an email or writing a letter and then writing a report on your findings.

Estate walkabouts

Ad-hoc walkabouts with your Neighbourhood Co-ordinator can be arranged when required, where you can help highlight any issues in the area.

Focus groups

These are usually one off sessions to discuss common issues or to consult with residents on a possible improvement/change to service. We will often target residents to attend these meetings depending on the subject, who is affected and who is able and willing to take part.

Residents' Associations

Become a member of your local residents' committee to work together with your neighbours and partner agencies to improve your area. Committees vary in size and scope. Generally committees meet monthly, but many take on large projects and estate initiatives which require further commitment. Find out more on our 'Resident Associations' page.


Residents can give us feedback by completing surveys.  A telephone survey is undertaken each year with our residents. Further surveys are completed following repair and investment work, following anti-social behaviour cases and by the scrutiny panel.

Board Membership

Become a member and sit on the New Charter Boards. Joining the Board will mean you have to commit to attending regular meetings, preparatory reading for Board meetings and attending training events.

Customer Communications group

The group meets every quarter to look at all communications by New Charter, including the layout and content of the residents newsletter, publications and the website.

Tenants' panel

The panel meets every two weeks to discuss, monitor and make suggestions about involvement across the organisation.

Tenant for Tenants (T4T)

An independent group that scrutinises and monitors the services provided by New Charter. The committee meets monthly but also spends an amount of time researching, gathering evidence and writing reports. This work is done both alone by committee members and in sub-groups.

The committee were previously called the Tenant Management Team (TMT) and the videos below show some of the great work they were involved in.

2015 Scrutiny Live report

Five UK housing association tenants gathered at the 2015 Chartered Institute of Housing conference in Manchester to scrutinise national housing policy. Interviewing leading people in the housing sector, the Scrutiny Live team examined three key areas – social housing supply, affordability and tenant involvement – particularly identified as important in a national survey carried out by the National Tenant Organisations.

The summary document below sets out findings and recommendations for Government and the social housing sector.

Scrutiny Live - Summary

Scrutiny Live - Findings with evidence

Resident Inspectors

Resident Inspectors complete reality checks on the quality of services provided by New Charter by interviewing tenants and staff, completing surveys and testing service standards.  The team also takes on work commissioned by the scrutiny panel.  


Jigsaw Group Community Engagement Strategy - Changing Lives, Improving Communities 2017 - 2020 

We have put together a Group-wide strategy which is focused on changing lives and improving communities. This sets out our goals and plans from 2017 to 2020. This covers areas such as involvement and empowerment; employment, skills and enterprise; health & wellbeing; and partnership working through GREAT Neighbourhoods funding. 

Click here to view the Engagement Strategy - Changing Lives, Improving Communities 2017 - 2020

If you want to get involved or find out more, you can contact our community development team on 0161 331 2000 or email cdteam@newcharter.co.uk 

Our Tenants' Annual Report video below gives you more information about how you have helped make a difference to our services so far.


You can also download a summary of the report below.

View Tenants' Annual Report Summary online
Download Tenants' Annual Report Summary