Resident Influence Strategy

Our Resident Influence Strategy sets out how we work with you to make sure that your voice is heard and your feedback leads to real change.

What is the Resident Influence Strategy?

At its heart, the strategy is about putting residents at the centre of housing services. It recognises that your experiences, ideas, and feedback are essential to improving our services, shaping our decisions, and building trust. Rather than simply asking for opinions, it underlines our commitment to:

• Listening to what you tell us
• Acting on your feedback
• Keeping you informed about what’s changed as a result.

It highlights that meaningful involvement is about more than surveys or meetings. It’s about giving you a genuine opportunity to influence how we deliver services.

Created not just with residents - but for residents

More than 1,000 tenants and leaseholders have taken part in developing the strategy through:

• Surveys (with residents helping design the questions)
• Focus groups and community events
• Drop-in sessions and targeted outreach
• The Resident Influence Panel, who worked closely with staff to shape the strategy

This approach has made sure that the strategy reflects what matters most to you – that you’re listened to and your feedback leads to action.

You made it clear through the strategy development process that you want:

• better follow-up after giving feedback
• clearer updates on what’s changed from your feedback
• more clarity on how to get involved
• simpler, more accessible ways to have your say

All of these insights have directly shaped the priorities in the strategy.

Our priorities for the next three years

The strategy is built around six key priorities, all driven by your feedback. These are:

• Listening to residents – making it easier to share your views and increasing awareness of involvement opportunities
• Acting on feedback – making sure your input leads to real, visible change
• Communicating clearly – using plain language and your preferred contact methods
• Accessibility and inclusion – making sure everyone can get involved, regardless of your circumstances
• Recognising resident volunteers – valuing and supporting those of you who give your time to improve services
• Improving services – using your feedback to drive ongoing improvements across housing.

And the strategy also commits to regularly sharing updates on how we’ve listened and acted on what you’ve told us, so you can see the impact of your involvement. That’s something that we’ll do on this website as well as across all our different communication channels.

Get involved – your voice matters