You told us that…

Homes should be safe and meet decent standards.

• We launched a 5-year Asset Management Strategy and meet 100% of the Decent Homes Standard.
• We regularly check our homes and work with residents to set service standards.
• We redecorated 40 communal areas and installed CCTV in 13 bin store estates to cut down on fly-tipping.

Communication needs to be better and more inclusive

• We offer updates in 19 languages, large print, braille, and audio.
• We use group texts, emails, notice boards, and QR codes for quick updates.
• We hold monthly meetings with resident panels and run virtual workshops—our service is rated 4.8/5 stars.

Repairs should be timely and accessible

• We trialled new appointment slots based on your feedback.
• Emergency repairs for vulnerable residents are now done within 4 hours.
• You can request repairs online or via our app.
• We use your feedback from repairs visits to improve services and repaint communal areas.

Residents want a real say in decisions

• Residents help shape policies (like complaints and neighbourhood management) and take part in recruiting senior staff.
• Resident panels influence procurement, design standards, and risk appetite.

More vulnerable residents need tailored support

• We flag vulnerabilities in our systems to adapt services.
• We partner with DASH for domestic abuse support and respond to all safeguarding alerts within 24 hours.
• We provide trauma-informed policies and culturally tailored financial advice.

You want investment in communities and sustainability

• We delivered £9.7m in social value from a £431k investment and secured a £2.7m Warmer Homes Grant.
• We achieved gold standard in environmental impact via SHIFT.

Staff should help shape services

• We hold quarterly staff forums and briefings.
• We’ve acted on staff suggestions, like using smaller vans and washable paint.

You want us to be more visible and active in your community

• We run community events, career sessions, and training programmes.
• We relaunched the Summer Shine Squad for estate improvements.
• We created a microsite for high-risk sites and partnered with Strive to help residents gain business qualifications.
• We publish a quarterly “You Said, We Did” newsletter.

Sheltered residents want to stay informed and involved

• We host scam awareness sessions, coffee mornings, and social events.
• We provide practical advice to help residents avoid scams.

Data should drive real change and include everyone

• We share resident profiling data with panels, highlighting the needs of BAME and disabled residents.
• We schedule follow-up meetings to make sure data leads to service improvements, especially around damp and mould.

Young residents want to be heard

• We formed a Young Residents Panel to raise issues like repairs, communication, ASB, and service charges.
• We invite key staff to meetings to address concerns directly.

Young people want to know about housing careers

• We engaged with 13 schools and over 500 students during Apprenticeship Week, attending 8 events across multiple towns.

We’re listening - and making changes that matter to you.