The Resident Voice Panel is just one of the ways our customers can influence the way we work. The Panel exists to holds us to account and helps us deliver our Customer Voice Strategy.  

 

What does the RVP do?

  • Shares resident views with our Board and its committees to help us prioritise and shape services.
  • Monitors the performance of our complaints service.
  • Acts as a 'critical friend' by reviewing policies and strategies that directly impact services.
  • Provides feedback to make sure we're on track with The Regenda Group's Equality, Diversity, and Inclusion Strategy.
  • Identifies problems and provides feedback to help Regenda Homes and Redwing meet the expectations of our residents and regulators.
  • Monitors the Tenant Satisfaction Measures for Regenda Homes and Redwing - to do this the panel selects a series of key performance measures that they keep a close eye on. 


The panel is made of Redwing and Regenda Homes residents from across North West England. The Executive Director of Customer Services chairs the panel, which is also championed by a Board Member, forming a direct route from the Residents Voice Panel to The Regenda Board. 

 

Hear from one of our RVP members - Kelly

"I feel more empowered as a tenant and feel a sense of satisfaction that I can contribute towards improving the service that tenants receive."

- Kelly, RVP member since 2022 and Board member since 2025

Governance
The Resident Voice Panel is a part of the Regenda Group's Governance structure with its own terms of reference.

Senior managers will be responsible for reporting customer feedback performance, regulatory compliance and performance. The RVP reviews areas for scrutiny and monitors the outcomes and delivery of recommendations.

The image below shows how the Resident Voice Panel supports key strategies and feeds straight into the Board. 

This means that what our residents say goes straight to the top decision-makers. It helps make sure we really focus on our customers, follow our Group Corporate Plan, and stick to our Resident Engagement Strategy, which is how we work with and listen to residents.

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Paulina Pawlak

Paulina Pawlak

Since moving to Liverpool after finishing university, I have been a resident at Redwing for over three years. Professionally, I work with SMEs, assisting them with marketing and branding strategies that help them grow and thrive in competitive markets. This has taught me that communication should be clear to communicate with different types of people, which excites me about contributing to the Resident Voice Panel.

I am drawn to all things new or active in my spare time. Whether it’s experimenting with cooking, participating in sports classes, exploring new travel destinations, or diving into a non-fiction book, I embrace life's opportunities with enthusiasm.

My interest in current affairs and real estate led me to apply to the Resident Voice Panel, where I am committed to fostering community involvement and making a positive impact on The Regenda Group. Through my participation, I hope to empower residents by ensuring their voices are heard in shaping housing policies and services that truly meet their needs and aspirations.