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The Resident Hot Seat: Meet Clare

19 April 2021

The Resident Hot Seat 

As part of our strengthening trust objective, we’re introducing our Resident Hot Seat series. We'll be interviewing a number of involved residents on their experiences of getting involved. To find out how you can get involved, check out our Get Involved section.

Our first interview is with Clare Manners, she is a Mystery Shopper which involves her inspecting our services and identifying areas where we can improve.

Meet Mystery Shopper, Clare 

How long have you been a resident with Network Homes? 

I’ve been a Network resident for twelve years. 

Why did you decide to get involved? 

I decided to get involved so I could find out more about how things work at Network. I wanted to see the processes, to see the ins and outs of things and how things are run.  

What have you enjoyed the most about being an involved resident? 

I’ve enjoyed getting to know the staff, they have been really welcoming.  

Do you think there have been any challenges?

I haven’t experienced any challenges; there’s always been people I can contact and they’ve been reliable. 

Has your perception of Network Homes changed at all since being involved?  

After learning more about how things are run, I have more of an understanding. I see the drive from staff to support residents and how they try to understand how residents live in their homes. There's always room for more transparency but it’s good to see the drive for change.  

Do you have more trust in Network Homes after seeing more of what happens behind the scenes? 

Yes. Definitely! The Resident Engagement team have been very open and honest, it’s been nice getting to know the team. When I have questions for them, I know I will get an answer. I also have to say when I call the contact centre, the staff there are so polite, and they know their stuff. I feel that over the last few years, I have noticed there's a lot more openness. There is more information available and email updates are being sent proactively. I also really like the Network Life magazine, it’s very inviting. The website is a really good source of information, and the portal is great too.