The Resident Committee discussed customer and property performance, complaints, safety and rent arrears, while also reviewing progress on service improvements and welcoming three new resident members to the Committee.
Performance and service improvements
The Committee received the latest update on customer and property performance, recognising the continued high demand for repairs and Leaks, Condensation, Damp and Mould (LCDM) cases. Members welcomed the work underway to improve our services and increase capacity.
Members also discussed safeguarding, including new specialist psychologist support for complex cases, and the ongoing challenges around delays to aids and adaptations, where decisions rely on local authority funding.
The Committee reviewed progress on improving the quality of homes through stock condition surveys and our C2 to C1 Improvement Plan. They also reflected on lessons learned from recent cases to help improve support for vulnerable residents.
Complaints, safety and resident support
Members welcomed continued improvements in complaints handling and compliance with the Housing Ombudsman's Complaint Handling Code. They discussed how better communication can improve residents' experience. They supported plans to engage with residents earlier, reduce backlogs and introduce a single named contact for some services.
The Committee also received an update on building safety, including progress with electrical safety checks and external wall fire safety assessments. Members were reassured that no significant issues had been identified and that affected buildings remain safe to occupy.
The Committee welcomed three new resident members: Anastassis, Helen and Serena who joined in the Spring, and we said goodbye to Laura for her contribution following her departure as a Clarion resident.
Finally, members received an update on rent arrears and discussed the support available for residents facing financial difficulties, including flexible payment arrangements to help residents stay in their homes.
The next meeting of the Resident Committee will take place on 19 August 2026.
Resident Committee: February 2026 update
Resident Committee update on performance, complaints, digital services and improving resident communication.
Resident Committee: October and December 2025
Resident Committee update on performance, complaints, digital services and improving resident communication.
Customer Committee - July & August 2025 Update
The Customer Committee received the latest operational performance update, including customer satisfaction levels and key service areas.