In this section...
We’re proud to be a resident-led housing association that encourages all tenants and leaseholders to get involved and influence what we do. Find out more about ways of getting involved by using the links. We'd love to hear from you.
Tenants and leaseholders are the largest group on our Board and are key to helping us to shape, deliver and improve our services.
The Board is responsible for managing and scrutinising Phoenix, as well as setting our direction. It is supported by Resident Experience, Audit, Development and Remuneration, Appointments and HR sub-committees, all of which include residents.
Our Board is made up of six residents, two Lewisham Council nominees and four independent members. Find out more about our Board members.
Our Resident Experience Committee is made up mainly of residents including three resident Board members and members of the Phoenix Gateway, a resident forum which acts as sounding board to the Board. The Resident Experience Committee reviews our policies and performance and makes recommendations to the Board to help deliver high quality homes and services to residents.
Start taking advantage of a range of Phoenix Rewards!
Becoming a shareholder means you have the right to stand for election to our Board, vote for residents who stand for elections, and vote at our AGM. It's free to become a shareholder and means you can join our Gold Club.
The Gold Club is an opportunity for us to thank residents. When you do things like pay by direct debit or keep to appointments you save us money which means we can offer good, quality services. In return, you can earn reward points which we convert to shopping vouchers at the end of each Gold Club year.
This scheme costs nothing to you and costs nothing to us because we can run services more effectively.
The club is open to all shareholding tenants or leaseholders aged 16 or over, and we now have more than 3,500 members. All you have to do to join is make sure you pay your rent or service charges on time, or have an agreement in place for paying them off.
We’ll give you £5 worth of points just for joining.
You will receive additional Phoenix Rewards points for everything from keeping to appointments to making payments by direct debit.
Every three months you will be entered into our prize draw for £500. You will also have the chance to win a free room or garden makeover and free lunches at The Green Man each year.
Gold Club members are entitled to 20% off their home insurance through our special scheme with Aviva.
You will also become a shareholding member of Phoenix. If you wish, you can become a shareholding member only and opt out of Gold Club membership.
What you need to do
|Sign up to Gold Club membership
|Keep your rent or service charge account up to date
|Keep to an agreement to pay off arrears
|Gas service done first time
|Valid gas safety certificate (leaseholders)
|Direct Debit in place to pay rent or service charge
|Standing order in place to pay rent or service charge
|Paying service charges within 21 days of receiving invoices
100 points = £1. In your first Gold Club year your Phoenix Rewards points will be calculated based on the time of year you joined the scheme. For example if you join in December (half way between July and June) you will receive half the points.
Once a year we will convert your points to vouchers. The vouchers can be used at a wide range of high street shops. For details, please see www.highstreetvouchers.com
See the terms and conditions of the scheme.
If you would like to find out more about the Gold Club please contact us
The Phoenix Gateway is a key group made up of residents, staff and resident Board Members. As part of the group, you will meet six times a year to offer advice and support to our Board, influencing key projects, events and initiatives. This ensures that when our Board make decisions, they can take into account the opinions of residents and staff. We are currently looking to expand the group to include more residents. Contact us if you would like to learn more.
We have a number of active residents groups who help to drive up standards and ensure services are offered in a way that residents want.
Please contact us if you are interested in joining a group.
Join the Scrutiny Panel to put Phoenix under the microscope! You’ll work together with other residents and staff to monitor and review how we are performing and recommend improvements. The Scrutiny Panel have scrutinised and written reports on issues such as Value for Money, Repairs Satisfaction and Caretaking Services, just to name a few. Their summary reports can be found here.
As a member of this group you can comment, give feedback and make suggestions on draft policies through online surveys. The surveys take less than 10 minutes to complete and we’ll use your suggestions to help shape our policies for the benefit of all residents
Aged between 16 and 25? On the Phoenix Youth Council you can have a say on issues that you’re passionate about, help to shape policies and make recommendations to the Board and committees. Each year, The Youth Council pick themes that they want to focus on such as more opportunities for young people and making neighbourhoods safer. Visit our website to find out about our Youth Council for 2022-23.
If you want to develop your creative, personal and professional skills through weekly workshops and mentoring, our Youth Leadership Programme #BEin is for you! You'll receive Love2Shop vouchers for volunteering, pizza and refreshments as you work towards Digi Badges which improve your employability.
Did you know that Phoenix has a rule where communication that goes out to more than 50 residents must be reviewed by the RCG? Join the RCG to have a say on all things communications. From quarterly newsletters, to our website and social media, help us to ensure we communicate with residents in a way that you want and benefits you.
Do you want to have a say on who we employ? When we recruit new Phoenix staff members, we always include residents on the interview panel to ensure that all employees who join Phoenix have the skills and strengths we’re looking for. We offer interview training to all new members. Not only will you be involved in appointing our future staff, the experience could help you next time you’re in front of an interview panel yourself!
Our Mystery Shoppers support us in driving up standards of customer service at Phoenix.
They help to choose scenarios and then use them to test the quality of customer care.
Can you think of an area that could be improved? We work with residents to carry out customer journey mapping to improve processes identified by residents.
Following a drop in resident satisfaction with complaints handling, we set up a focus group of residents who had complained so they could review the process and make recommendations. These recommendations have been discussed at the Customer Experience Committee and changes to our complaints process are underway.
Have you got an idea for a new community group or project?
We're helping Phoenix residents to set up their own community projects, groups and businesses through our Pop-up Projects programme. Whatever your idea or aim we can help you with advice, guidance, coaching and training to set up your project, apply for funding and deliver it to our community.
“With this programme the world is your oyster. They can help you create something bigger and better for our community. I feel like I’ve grown from a seed into a tree. It makes me feel good…it has inspired me to think about what is possible for me and the community.” – Phoenix resident and founder of the Phoenix Senior Super Singers, Stella Enoe.
Find out more about Stella’s experience of setting up her own community project.
To find out more about the Pop-up Projects Programme, get in contact.
Community Links are your opportunity to get involved in your local area. You can find out what's happening and how you can make a difference.
There are regular gatherings where you can meet other residents, Phoenix staff and other local services and organisations.
Are you interested in learning more about social housing, the services we offer and how we are governed?
The Phoenix Academy - our unique social housing course for residents - will help you gain new skills, along with a better understanding of the role you can play in influencing our services and what happens in your area.
The academy was launched in 2014. Many of the graduates have gone on to take up involvement opportunities at Phoenix, and some have since completed Chartered Institute of Housing qualifications with financial support from Phoenix.
We offer numerous events throughout the year where you can give your views on our services and our future priorities.
At Phoenix everyone can make a difference. We want to hear what you have to say.
Some of our groups offer options to participate virtually and can be flexible around your availability. If you’d like to get involved and require support with travel or childcare costs, please contact us to find out how we can help you.