Our neighbourhood commitment a year on

April 2026 marks a year since we launched our renewed Neighbourhood Commitment, following reviews of our services and consultations with customers and colleagues.  

As we reflect on our progress, we want to share the key areas of focus that have shaped our housing management and support services and reaffirm our pledge to continue evolving by listening and responding to your needs. 

Your feedback has been invaluable in guiding our direction. You told us what matters most: prompt responses to anti-social behaviour (ASB), greater visibility of our teams within the community, improved communication, and consistent services regardless of tenure—whether shared ownership or rental.  

In response, we introduced Neighbourhood Advisors working across three dedicated areas, established a Safer Neighbourhood team to bolster our ASB response, and launched a clearer, integrated approach to tenancy support combining welfare benefits, employment advice, handyperson services, and sustainability support for both income and older residents. 

We’ve adopted a tenure-neutral model for communal queries, enabling our customer service and Neighbourhood teams to support you when you contact us. While our specialist Home Ownership team is on hand for more complex lease and service charge issues.  

Over the past year, we’ve invested significantly in our teams and services. 

Our Neighbourhood teams have been highly visible in communities, leading improvement plans for shared spaces, conducting estate inspections, and attending local surgeries and hubs. We’ve improved our partnership work with waste crime teams and use of CCTV to prevent and deter fly tipping - issuing penalty notices and fines to those who blight our communities. A recent example includes our work at Crundale Court, where community-led initiatives have enhanced the environment for all residents. Our Neighbourhood team have actively engaged in safeguarding and domestic abuse training, raising awareness and managing cases to offer prompt, person-centred support by respecting, listening to, and addressing each individual's needs. 

“Brian, my neighbourhood advisor is absolutely exceptional. He has the consideration to remember my mental health, my deafness, reading and writing issues. He always deals with matters in the property so quickly and anytime there's anything that people shouldn't be doing towards me. He addresses it with the tenants, and he always does this in a discreet way where it doesn't make me any more vulnerable or feel in danger, and he considers everything so much and I just really want to say that I appreciate him so much, he's exceptional”  Golding customer 

“I’m so grateful for what you’ve done for us. You have literally changed our lives. Everyone is happier in just a couple of days. Thank you.”  Golding customer 

The Safer Neighbourhood team kicked off the year with a customer bootcamp, responding to your calls for greater visibility and proactive ASB services. We’ve implemented a comprehensive communications plan, improved our tools and legal powers to address ASB, and held neighbourhood surgeries and customer phone-ins to make our teams more accessible. Enhanced training for colleagues and increased support for vulnerable households have resulted in more customers feeling heard and supported. We’re committed to ongoing improvements in tackling tenancy fraud and ensuring your experiences with ASB services are positive and effective

“Lorraine was very effective and empathetic with my family's situation and I feel her expertise in recognising the potential risks of my living situation were dealt with very promptly and professionally. I’m truly thankful for her support and quick action with dealing with my concerns and for her support when I shared how anxious the ongoing situation made me feel regarding my adult daughter. I feel that Lorraine will really make changes and can make a difference to the lives of residents as she has done for me.” Golding customer 

Our Income and Customer Support team has assisted hundreds of customers, helping secure additional income, responding to benefit support referrals, and delivering employment and training advice. These efforts have made a tangible difference to our customers and lives.  

The team treat every interaction as an opportunity to make a positive difference, taking the time to understand individual needs and tailoring their support. From proactive outreach to prevent arrears escalation, to providing guidance on financial wellbeing and access to support services, their work has directly contributed to customers maintaining stable and secure homes. 

“Lisa was very kind and supportive. She explained the benefit changes and helped me understand what was going on and why – this really helped me navigate my anxiety.”  Golding customer 

“I’m really enjoying my job. Debbie was right, there was a perfect job around the corner waiting for me! Debbie’s an amazing person who puts her whole heart into her work. Thanks for all your help.” Golding customer, Aleksandra Kulik 

For shared ownership customers, we’ve launched bespoke newsletters and a new engagement framework to keep you informed about key matters, such as staircasing and service charges. Next month, we’ll host our first shared ownership event, providing further opportunities for engagement and dialogue. We’ve invested in a dedicated managing agent liaison role who’s actively attending joint walk abouts, AGMs, and evening events to represent our customer’s where shared services are managed and provided for by managing agent partners.  

We’ve been proactive in providing housing advice and piloting downsizing schemes for customers. Our Housing Solutions team have increased customers moving by way of mutual exchange, providing opportunities for finding the right home when demand on local housing is high.

“Having a forever home after such a tough time is like winning the lottery and to be secure is the best. The home itself is amazing and I have the best garden as I have an autistic child that doesn’t go out, so a safe space for her to actually go outside is brilliant.” Golding customer. 

Our OPAL schemes have benefited from expanded engagement and consultation activities, ensuring that customer preferences for services near their homes are heard and acted upon. Community investment and estate improvement teams have delivered social value funds back into our neighbourhoods, supporting initiatives that enhance communal living.

Collaboration with partners—including the Police, local authorities, social services, and mental health teams—remains at the heart of our approach, ensuring customers have access to the right support when needed, even where we cannot provide services directly. 

As we look forward, our commitment is unwavering. We’ll continue to invest in our teams, adapt our services, and act on your insights. By working together, we aim to build stronger, safer, and more supportive neighbourhoods for everyone. Thank you for your ongoing feedback and engagement—it’s the driving force behind our continuous improvement.