Residents making an impact
Our Residents' Influence and Impact Report 2025/26 is now available.
Throughout the year, residents helped shape services by sharing feedback, taking part in scrutiny reviews, testing communications, carrying out inspections and influencing decision-making at every level of the organisation.
That feedback helped drive improvements across a range of services. Overall satisfaction increased from 74.5% to 78%, while satisfaction with complaints handling, repairs, anti-social behaviour and communal areas all improved during the year.
Residents also helped:
Improving service charges, making them more accurate and fair
Review our voids process (when residents move out) to help homes be ready for new residents more quickly
Improve communications about repairs, appointments and service charges
Reduce complaints in one neighbourhood to zero after resident inspectors worked with contractors to improve services
Shape policies, scrutiny reviews and future service improvements.
Residents told us they want faster repairs, clearer communication, safer and warmer homes, fairer complaints handling and cleaner communal areas. These priorities are helping shape our plans for 2026/27.