Resident Involvement

You said, We listened

We have worked with tenants and leaseholders to make some meaningful changes to way we delivery our services.

We are proud that engagement has led to action.

Below are some examples of what we have done.

Complaint handling

You said We listened  Date completed
Our Tenant Satisfaction Measures said you were not happy with how we handled complaints.

Our Tenant and Leaseholder Panel did a deep dive into how we handled complaints.

They produced a report for review.

All recommendations were agreed.

These changes will make sure complaints:

  • are easier to understand
  • take the tenants circumstances into account
  • are clearer about how we put things right
 February 2026

 

Access to information about repairs

You said We listened  Date completed

Our Tenant Satisfaction Measures said some things were working well

with repairs and some which could be better.

We reviewed the repairs information on our website.

We improved the information to make it easier to understand

and access.

 February 2026

 

Process for temporarily moving tenants into different homes (decanting)

You said We listened  Date completed

We had some complaints from tenants about

personal items getting lost or damaged during this process. 

We introduced a new inventory with photos for all moves.

This will provide better evidence if it is needed in the future.

 February 2026

 

Improving communal areas

You said We listened  Date completed

You told us about several communal areas that would benefit from small scale improvements. 

We launched Nicer Neighbourhoods.

These are local improvement plans created with tenants.

Ongoing

Started at:

  • Briarswood in Hatfield
  • Heronswood Road/Haynes Close in Welwyn Garden City.