Resident Involvement

You said, We listened

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

We are proud that involvement has led to action.

Below are some examples of what we have done.

You can find out more about how our housing services are performing.

Complaint handling

You said	We listened	Date completed
Our Tenant Satisfaction Measures said you were not happy with how we handled complaints.	Our Residents Panel, made up of tenants and leaseholders, looked closely at how we handle complaints and came up with some recommendations to improve our communications. 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 Read the full report online. Find out more about improvements to our complaints process for tenants.	February 2026

You said

We listened

Date completed

Our Tenant Satisfaction Measures said you were not happy with how we handled complaints.

Our Residents Panel, made up of tenants and leaseholders, looked closely at how we handle complaints and came up with some recommendations to improve our communications.

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

Read the full report online. Find out more about improvements to our complaints process for tenants.

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

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

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.

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.

Training opportunities

You said	We listened
You asked if we could offer some courses outside of normal working hours.	Working with our training partner Step2Skills we organised a five-week online course on Social Media for Business to run in the evening.

You said

We listened

You asked if we could offer some courses outside of normal working hours.

Working with our training partner Step2Skills we organised a five-week online course

on Social Media for Business to run in the evening.

Information on how we are doing

You said	We listened
The Residents Panel asked if they could look at our housing performance information before it goes to the quarterly Cabinet Housing Panel meetings instead of afterwards	Panel members now have the opportunity to examine our performance reports and feedback to council officers and Cabinet Housing Panel.

You said

We listened

The Residents Panel asked if they could look at our housing performance information

before it goes to the quarterly Cabinet Housing Panel meetings instead of afterwards

Panel members now have the opportunity to examine our performance reports

and feedback to council officers and Cabinet Housing Panel.

Independent Living

You said	We listened
Residents asked for newsletters to be reintroduced in the schemes. Residents reported disrepair and inadequate furnishing within schemes. Residents requesting better external areas. Absence of a scheme Independent Living Officer resulting in residents not having someone to go to. 24/7 service from Mobile Wardens wasn’t being honoured.	We are implementing the re-introduction of newsletters so that residents have access to lots of information and forthcoming events on their scheme. We carried out scheme refurbishments including new flooring in communal areas, new kitchens, lighting, blinds and redecoration of communal halls to the residents requested colour themes. We installed new garden furniture. We employed a full time Mobile Independent Living Officer to support the part as well as part time Mobile Independent Living Officers, thus ensuring vacant schemes have an Independent Living Officers present. We employed an external agency to work alongside our Mobile Wardens ensure that all emergency lifeline calls are attended to 24 hours a day, 7 days a week.

You said

We listened

Residents asked for newsletters to be reintroduced in the schemes.

Residents reported disrepair and inadequate furnishing within schemes.

Residents requesting better external areas.

Absence of a scheme Independent Living Officer resulting in residents not having someone to go to.

24/7 service from Mobile Wardens wasn’t being honoured.

We are implementing the re-introduction of newsletters so that residents have access to lots of information and forthcoming events on their scheme.

We carried out scheme refurbishments including new flooring in communal areas, new kitchens, lighting, blinds and redecoration of communal halls to the residents requested colour themes.

We installed new garden furniture.

We employed a full time Mobile Independent Living Officer to support the part as well as part time Mobile Independent Living Officers, thus ensuring vacant schemes have an Independent Living Officers present.

We employed an external agency to work alongside our Mobile Wardens ensure that all emergency lifeline calls are attended to 24 hours a day, 7 days a week.