This section shares some of the ways your feedback has helped us make positive changes.
Your feedback matters. Whether it comes through a conversation, a survey, a resident meeting, a compliment or a complaint, we listen carefully and use what you tell us to shape improvements across our homes and services.
Places – Your homes and shared spaces
You said when paths and patios are power-washed, windows can be left dirty afterwards.
We did feed this back to our grounds team and are reviewing schedules so that work is better coordinated. We are also considering updating procedures so any dirt from jet washing is cleaned from windows as part of the process, with learning shared across all schemes.
You said environmental issues matter to you – from grounds maintenance to how we look after shared spaces.
We did use your feedback to help shape our Environmental Sustainability Strategy, ensuring residents’ views directly influence our approach to green spaces, maintenance and long-term environmental planning.
People – Support, Communication and Independence
You said you need regular updates when lifts or other important communal equipment are out of action.
We did introduce a text-message update system so we can notify you as soon as we receive information from contractors. We recognise updates can be difficult to obtain, but we will continue to work hard to keep you informed — even when the update is simply that we are still waiting for contractor confirmation.
You said you need help when a lift is out of service.
We did introduce a lift escalation process for our internal teams. This means:
we check that all residents are safely in their homes or can be supported to access their home
where needed, we will find temporary solutions, including alternative accommodation where residents cannot return to their own home
where possible we will regularly attend schemes during the working week (for published hours) to help with essential tasks such as carrying shopping.
You said you value having a say in how meetings run — how often they happen, where they are held, and what they focus on.
We are introducing Local Resident Engagement Plans at every scheme and launching the Resident Policy Café. Residents can help set meeting priorities, rank key topics, and agree meeting frequency and venue. At one scheme, for example, we are sourcing a quieter meeting space after feedback that café environments made discussion difficult.
You said leaseholders wanted to feel more included in scheme life and better informed about events in the main building.
We did reaffirm that where leaseholders contribute towards communal lounges through their service charge, they are welcome to use them — including for events they organise. We are also improving how we share information about activities and bookings so everyone feels part of the wider community.
Partnerships – Working Together for Better Outcomes
You said community events and shared activities make a big difference to wellbeing and connection.
We did support residents to organise events, encouraged joint activities between neighbouring schemes where possible, and committed to using our website and communications to promote participation in social events and volunteering opportunities — especially in our Extra Care schemes.
Keep Telling Us What You Think
Your voice helps us continue improving. If you’d like to share a suggestion, raise a concern, or tell us what’s working well:
Visit our Complaints and Learning page
Share a compliment using our Contact Us page or [on-line form]
Take part in resident meetings, Policy Cafés and engagement events
Speak to a member of our team at any time
Together, we make our homes and communities even better.
