Our National Residents Group (NRG) - Resident Governance

The National Residents Group (NRG) ensure customers have a greater say in how we work, sharing their experience of the services we provide. It’s an important part of our governance, helping improve services and shape our future.  

This helps embed the customer voice within our governance ensuring transparency, influence and accountability.  

 

How does the NRG work?  

The NRG receive reports and information about services to customers and how we’re performing, including to the Regulator of Social Housing’s Consumer Standards. We support the NRG to implement resident-led scrutiny activities in areas such as: 

  • Repairs and home investment
  • Complaints
  • Anti-Social Behaviour
  • Grounds Maintenance
  • Resident Engagement
  • Shared Ownership  

The NRG work with us to carry out service reviews and scrutiny tasks. They share their findings and recommendations to the Group Customer Services Committee and/or Board. This helps ensure we always consider customer feedback first.    

The Board Chair provides an update to the NRG on the work they’ve been doing, showing how the customer voice has influenced the decisions made. 

 

Who are the members of the NRG?  

NRG members are residents and live across all our four regions - North, East, Cheshire East and Warrington, Cheshire West and Chester. They’re supported by a member of the Board.    

You can learn more about our NRG members here: Meet our National Residents Group (NRG) | Muir Group Housing Association   

They attend regular meetings throughout the year and work with the Board to achieve positive outcomes. The meetings are hybrid – meaning they’re online and in our Chester office.

 

What does the NRG Chair do?  

The NRG Chair makes sure everyone gets the opportunity to have their say and everything planned for the meeting is covered.

They:  

  • Make sure everyone gets the opportunity to have their say and everything planned for the meeting is covered. 
  • Are a member of the Group Customer Services Committee helping ensure customers views and feedback are listened to and considered before decisions are made or recommended to the Board.
  • Shares an annual report of the work and achievements of the NRG with the Board which is published to customers here.


How the NRG links into our Governance Structure:  

NRG Structure