• A resident told us they had cancer and were continuing to experience issues in their home, which they had already reported. We discussed with our teams the importance of booking repairs in a single appointment wherever possible, to reduce the need for multiple visits.
• The repair wasn’t completed on the first visit, despite the resident providing all the necessary information. We reminded our team about the importance of getting repairs right first time wherever possible.

• Some of our vulnerable residents have shared that they experience anxiety when technicians undertake work in their home. Where appointments are due, we will inform the resident of the work that will likely be carried out, e.g a damp and mould survey, which could involve inspections of the extraction and ventilation options in different rooms. This may help reassure some of our residents and allow them to prepare for the work we will undertake.
• A complaint was raised where a mistake occurred, when an applicant who was shortlisted for a new home was bypassed due to not meeting the local connection criteria. This was due to the team searching by local area rather than the specific postcode when checking the eligibility of the applicant. A new process has been created to ensure that all applications are thoroughly checked by specific postcode for the local connection criteria rather than by local area.
• As part of our damp and mould process and a complaint raised, we identified an inconsistent approach to what is classed as day 0 of a new report. This led to uncertainty around attendance and evidencing Awaab’s Law compliance. A cross-check process has been implemented for when new damp and mould cases are created. We have also reminded the team on how to identify day 0 requirements as part of Awaab’s Law.
• Our approach to rural driveway works, such as resurfacing these areas, was made as a blanket decision for all homes despite location. We did not consider the needs of the resident or our rural homes. We will now review all rural homes when empty to see if we need to resurface the land being used historically as driveways. This means we have moved away from the blanket approach used in all estate areas and consider the needs of each rural home and the impact on the individual resident.

A leaseholder complained about noise nuisance from the above neighbour and this was then escalated to the Housing Ombudsman (HOS) for investigation.

The HOS felt we did not demonstrate that we were open to new information from the complainant and instead continued to rely on our previous position without further investigation. The leaseholder described worsening conditions, which should have prompted us to consider whether there was a structural issue within the scope of our repair responsibilities.

Lessons learned:

• We reviewed our ASB and Nuisance Procedure to ensure it aligns with the HOS Spotlight Report on Noise Complaints.

• We shared the findings from this review with our Neighbourhood and Estates and Asset Management teams, ensuring lessons are learned and team members are briefed on any changes to the ASB and Nuisance Procedure.

• We reminded relevant teams, including Neighbourhood and Estates and Asset Management, of our responsibilities in relation to mixed-tenure buildings and the key learning points from this review.

• We want to ensure managers consider external validation or additional surveys where appropriate, rather than relying on a single report, particularly where it may no longer reflect the current situation.

• Managers will monitor recurring reports to identify any patterns or emerging issues that may require further investigation.

We were keen to establish a resident focus group at Lucy Adams House to give residents a dedicated opportunity to share their views, experiences and ideas for improvements.

On 16 April, we held our first resident voice meeting at Lucy Adams House and were delighted with the level of engagement and valuable feedback we received. The meeting provided an open and supportive environment where residents felt comfortable sharing their thoughts and experiences.

We found that some residents were more confident sharing feedback in this setting, as they were concerned about upsetting team members by raising issues directly. This has reinforced the value of providing different ways for residents to share their views, helping us better understand their experiences and identify opportunities to improve our services.

Residents said:

• They have difficulty maintaining shared kitchen areas because some residents leave them untidy.
• They requested more day trips and opportunities to participate in activities such as fishing.
• They can feel anxious or uncertain when new residents move in.
• They would like greater access to mental health support. At times, they feel lonely during the evenings, which many residents identified as the most challenging time of day.
• They were concerned about isolation and financial pressures when moving on from Lucy Adams House.

We did:

• We have installed signs in the communal kitchen areas to encourage residents to tidy up after themselves.
• We are working with the Grounds Maintenance team to install a bench at one of our move-on homes, creating an opportunity for residents to socialise and build connections.

Over the coming months, we will:

• Explore ways to improve access to mental health support.
• Provide clearer information about available grants and financial assistance.
• Develop ideas for additional evening activities and support, such as access to a pool table and art sessions.
• Review how we support both new and existing residents when people move in.
• Explore ways to help residents feel more supported and settled as they move into outreach accommodation.