• We listened...
    • Implemented a 5-year Asset Management Strategy.
    • Achieved 100% compliance with the Decent Homes Standard.
    • Conducted regular compliance checks and stock condition surveys.
    • Co-designed service standards with residents for estates, repairs, and voids.
    • Promoted Estate Service Standards via QR codes and a dedicated blog.
    • Delivered a redecoration programme covering 40 communal areas, improving resident satisfaction.
    • Rolled out CCTV across 13 bin stores estates reducing incidents of fly tipping.

  • We listened...
    • Offered communication in 19 languages, large print, braille, and audio.
    • Used group text messages, email, and notice boards with QR codes for updates.
    • Held monthly meetings between senior leaders and the SIT panel chair (SIT is the Scrutiny & Improvement Team: a group of residents who scrutinise our services and provided feedback based on experience).
    • Introduced snapshot surveys and virtual workshops—average service rating: 4.8/5 stars.

  • We Listened...
    • Trialled revised appointment slots based on resident feedback.
    • Offered emergency repairs within 4 hours for vulnerable residents.
    • Enabled digital repair requests via website and app.
    • Used DLO (Direct Labour Organisation) visit feedback to improve services and repaint communal areas.

  • We listened...
    • Involved residents in policy development (e.g., complaints, neighbourhood management).
    • Included residents in recruitment for senior roles.
    • Enabled SIT (Scrutiny & Improvement Team) panel to influence procurement, design standards, and risk appetite.

  • We listened...
    • Flagged vulnerabilities in systems to adapt services.
    • Utilised DASH (a risk assesment tool; Domestic Abuse, Stalking, Harassment and Honour Based Violence Assessment) for domestic abuse support.
    • Responded to all safeguarding alerts within 24 hours.
    • Provided trauma-informed policies and culturally tailored financial advice.

  • We listened...
    • Delivered £9.7m in social value from a £431k investment.
    • Secured £2.7m Warmer Homes Grant for energy-saving measures.
    • Achieved gold standard in environmental impact via SHIFT (the sustainability accreditation standard for social housing).

  • We listened...
    • Held quarterly DLO forum meetings and colleague briefings.
    • Implemented staff suggestions like smaller vans and washable paint.
    • Used feedback to improve recruitment and value-for-money initiatives.

  • We listened...
    • Ran community events, career sessions, and training programmes.
    • Relaunched the Summer Shine Squad for estate improvements.
    • Created a microsite for high-risk sites like Evenlode.
    • Partnered with Strive to support residents in gaining business qualifications.
    • Published a quarterly “You Said, We Did” newsletter.
    • Evenlode sub group and microsite

  • We listened...
    • Hosted scam awareness sessions, coffee mornings, and social events.
    • Provided practical advice to help residents avoid scams.

  • We listened...
    • Shared resident profiling data with SIT (Scrutiny & Improvement Team), highlighting BAME (Black, Asian and Minority Ethnic) and disabled residents’ needs.
    • Scheduled follow-up meetings to ensure data informs service improvements, especially around damp and mould.

  • We listened...
    • Formed a Young Residents Panel with diverse representation.
    • Raised issues like repairs, communication, ASB, and service charges.
    • Invited key staff to future meetings to address concerns directly.

  • We listened...
    • Engaged with 13 schools and over 500 students during Apprenticeship Week.
    • Attended 8 events across multiple towns.
    • Collected feedback and identified improvements for future events.

  • We listened...
    • SIT (Scrutiny & Improvement Team) produced a newsletter highlighting it's activities.