Resident Impact Report

Our Resident Influence Impact Report highlights the growing role that tenants and leaseholders play in shaping housing services - and the measurable difference this is making. 

In 2025/26 more than 2,000 residents engaged with us through surveys, panels, events and scrutiny activity. This helped us strengthen our approach to co-design, making sure that resident insight informs decision-making at every level, from day-to-day service delivery through to strategic planning and policy development. 

Governance has been a key focus. The Housing Assurance Board, made up of tenants and leaseholders, continues to provide robust resident-led scrutiny, influencing major strategies including the Resident Influence Strategy and Landlord Strategy. Alongside this, the Resident Influence Panel has worked in partnership with officers to co-create priorities for 2026–2029, embedding the resident voice from the outset.

We’re also seeing clear service improvements as a result of engagement. Tenant Satisfaction Measures show an upward trajectory, and feedback from residents has directly shaped changes to repairs, complaints handling, tenancy management and financial support services, driving a more responsive and transparent offer. 

Importantly, this work supports compliance with the Regulator of Social Housing’s Transparency, Influence and Accountability Standard. We’re strengthening accountability, improving communication, and widening opportunities for involvement to ensure our approach is inclusive and representative. 

There is of course more to do, but this report demonstrates a clear direction of travel - resident influence is no longer an add-on, but a core part of how services are designed, delivered and improved. 

Find out more here