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Activities, outcomes and costs

Activities, outcomes and costs

Over 2019/20 we’ve introduced a range of options for residents to engage with us and influence our services, including online, phone, surveys, and face-to-face focus groups and workshops.

A total of 4,849 residents have been directly involved in feeding back to us and working with us to improve services.

A further 34,180 individual responses have been received from residents via our 6 monthly ‘Survey of Tenants and Residents’ (STAR), and texted surveys, plus 515 residents engaged via independent scrutiny.

 Consultation responses received via all formal / informal consultation groups & surveys (including digital)
   FY 2018/’19  FY 2019/’20
Number of responses 25,191  39,544** 
% increase  3.4% 57% 

**There has been a 215% increase in numbers of residents engaged by the Resident Engagement team, from 1,539 up to 4,849 over the last year. As a percentage of our customer base, this is a rise from 4.05% to 12.7%.
The figure mainly accounts for digital channels – Facebook Group and ‘Virtual Voice’, which is our digital survey group established in October ’19.
Virtual Voice now has 2,350 members, with a range of ages represented, & 9% BAME (Black, Asian, and Minority Ethnic) resident representation, which is broadly representative of our customer base.

We’d like to say a MASSIVE THANK YOU to our residents who’ve taken part in our activities over the past year!

If you would like to find out more about our resident engagement opportunities, please contact Or contact Debbie Potter, Resident Engagement Coordinator on 0300 555 5560

To see a roundup of the resident engagement work during 2019/20, please see the document below.