• You Said, We listened - 2025

    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.

  • You Said, We Listened - 2024

  • Community pride - keeping shared bin areas clean and well-managed

    Community pride - keeping shared bin areas clean and well-managed

    At Housing Solutions, we are committed to ensuring our residents are proud of where they live. One of the primary concerns we've identified is the management of bin store areas and the issue of dumped items. To address this, we are taking proactive steps to mitigate the impact on the overall community.

    For those who engage in fly-tipping or misuse the bin store areas, it's crucial that we take decisive action. We have recently installed CCTV in Hurly Drive and are planning to extend this initiative to five other hotspot areas within the next six weeks. The CCTV installation in Hurly Drive, which was introduced in December, has already shown significant improvements, as evidenced by the accompanying photos.

    We believe these measures will greatly enhance the cleanliness and safety of our community spaces, fostering a sense of pride among our residents.

    Upcoming sites

    Site Area Post code
    Alpine close 2 bin sheds SL6 1XA
    Greenfields 4 bin sheds SL6 1BA
    Howell close 2 bin shed RG2 9QN
    Calver close 1 bin shed RG41 5QT
    Belford court 2 bins sheds RG1 6RE

     Hurley Drive - Before photos

     

    Hurley Drive - After photos

  • Shaping our policies

    We’re committed to making sure our policies reflect the needs and experiences of our residents, staff, and partners. That’s why we regularly consult with the people they affect—gathering feedback, reviewing suggestions, and making changes where needed. Here’s some of your recent feedback on policies.

    Fire Safety Policy 

    Residents Response - A lot of residents either do not know or do not understand what they need to do when they set off their  smoke alarms. They need to answer Forest Care when the call, to stop the fire engines from coming out. I am not sure that they realise the can answer it from anywhere in their flat.

    Housing Solutions Response -  Thank you for the feedback, we will provide support to our Sheltered Housing officer so they can support the residents in these properties.- The information is shared with all sheltered scheme residents at their regular 6 weekly residents meeting. If they require any further information their Housing Officer has designated days that they can meet with them and provide updates. 

    H&S Policy

    Resident Response - I have read the HSE policy and totally agree with it. Health and safety is very important and I believe that all employees and even volunteers should be made aware of all safety issues etc

    Housing Solutions Response - Corrected on final draft

    Resident Response - I was surprised at how far I had to read before coming across the words ‘risk assessment’. This should be the foundation of any H and S document or strategy.

    Housing Solutions Response - Thank you for your feedback — it's a valuable observation. While risk assessments are covered in detail later in the policy, we agree it would be helpful to reference them earlier to highlight their importance. This can be included in the next review.