This session guided tenants though our allocations process, sharing with them how we provide homes for those in need, along with updates on current wait times and changes to the Select Move policy which will affect the priority banding for those on the waiting list. When the new policy is implemented, 50% will be advertised to band A, 30% to band B and 20% to band C. This does not include the 25% we can allocate ourselves. Attendees had a good discussion around this subject and were able to ask any questions they had.

The team shared copies of the information we hand out at sign up and attendees were able to make suggestions for additional items to be shared to help new tenants settle into their homes and communities. Suggestions included sharing information on local transport and medical practices.

Our Greencare and Environmental Services Team shared with tenants how the team operate, including how they prioritise workload to ensure our communities are clean and green. Compliment and complaint information was shared with the group who were pleased to see so many tenants happy with the service received.

Tenants were able to ask their own questions, which included questions around trees and fly tipping, increasing tenants’ knowledge of what they can expect from the service.

By working with tenants, we were able to establish priority areas and took on board feedback that each community has different needs, depending on the communal spaces there. For example, those with lots of green spaces chose grass cutting as their number one priority, whereas those that had more paved spaces prioritised litter picking and external maintenance. The group felt strongly about community development and were keen to see us work more closely with communities to improve their appearance. All these things will be considered through our Community Investment work going forward.

This session provided tenants with an overview of our Service Improvement Team and the work they do. The team shared our Insight Framework with the group, explaining all the different ways we receive information, how we analyse it, learn from it and embed any recommendations.

They also gave an overview of how tenants can make a complaint, the process we follow, how we learn from complaints made and current performance, sharing that between April 2024 and January 2025 we had received 157 complaints, of which 115 were upheld. Satisfaction with the handling of complaints is currently at 84.80% for the year, which the group were pleased with.

The group also learned how we had received 314 compliments so far this year and encouraged staff recognition for good service

Attendees reviewed the information we provide around complaints and how to access the service, providing positive feedback particularly around our ‘Guide to Complaints’ and online video, with just one recommendation made to include ‘letter’ as a contact option which is currently being implemented.

Tenants were invited in to find out all about our Engagement and Communications service, learning about all the ways they can get involved with us and have their voice heard. The team shared with them our current strategy which sets out how we will create a louder tenant voice within the organisation.

Our Community Investment Strategy was discussed, which sets out how we will make a positive contribution to neighbourhoods. The team shared some of the work that has been undertaken so far this year, making environmental improvements within our community based on tenant’s feedback.

Attendees also learnt all the ways we keep tenants informed on what matters most to them through our communications service, learning all the recent developments we have introduced to ensure our information is accessible and easy to understand.

Attendees were invited to give their views throughout, taking part in group exercises and completing individual activities that we are currently collating. An online survey will be available online shortly for those who couldn’t attend the meeting.

We invited tenants from our Extra Care accommodation to find out more about the service available to them with the aim to help individuals to live independently in a home of their choice for as long as they can.

The team shared some of the activities that have taken place this year within our two Extra Care schemes, The Courtyards and The Atrium. Activities have included a summer ball, dementia friendly cafes, intergenerational activities with local school and day trips out.

Attendees shared that they were confident that they knew what service was on offer to them and how to report an emergency. They also had the opportunity to take part in shaping the activities programme and sharing their general feedback, requesting the team explore mental health support sessions and more exercise activities.

We invited tenants from our Independent Living accommodation in to find out more about the service available to them. The team explained how they undertake a person-centred approach to support older people to live in their homes for longer. By providing a menu of choice to tenants they tailor support plans to meet the individual needs of each tenant.

They also gave an overview of our Lifeline Service which is assistive technology that supports tenants to live in their homes independently.

Attendees were able to share their views on whether they feel the service offered supports them to live independently along with how we promote the service, particularly the cover we provide out of hours. Tenants at the meeting suggested that they have contact details for their own Independent Living Officer, as a result all tenants now have the mobile number for their assigned officer. They also recommended digital training within the schemes; we are now working with external organisations to arrange this. Further consultation will be undertaken with all Independent Living tenants through a survey later in the year.

This session allowed tenants to gain an insight into the work we do to keep them safe in their communities. This included the processes we follow and how tenants can raise anti-social behaviour concerns with us. Our Tenancy Services Team shared their current priorities, including an overview of our safeguarding service and the partnership work we undertake to support tenants. Current performance information was shared, along with how we have worked with tenants to improve the service.

Tenants were able to take part in short consultation activities, giving us feedback on the cards we give out when we have a concern about the condition of a garden, or when someone is causing anti-social behaviour. The group also shared with us what a ‘good neighbour’ looks like to them and supported the proposal for us to bring in a good neighbour agreement. Updated letters which are sent by the team were also shared at the meeting - tenants were asked to review and give us feedback on them.

This session provided tenants with key information on how we keep their homes safe and well maintained through our safety checks, including gas and electric along with our ongoing maintenance programme. Our Gas Manager shared how the team has worked to improve performance to achieve 100% of gas checks completed on time. We also raised awareness on how tenants can keep themselves safe in their homes.

Our Health and Safety Manager shared our approach to Health and Safety and gathered tenants' views to help shape our Health and Safety policy. Tenants also shared ideas on how we can improve the way we communicate key messages, including doorstep safety campaigns and adding information to rent statements.

This session provided tenants with the opportunity to find out more about how we repair and maintain our homes. Tenants were able to learn more about our repairing responsibilities, the timescales we work to and current performance across the service.

We shared our performance from April 2024 – August 2024 where we delivered 3,386 emergency responsive repairs completed, 98.79% of these were complete within the target time (4 hours or 24 hours). In the same period a total 12,483 responsive repairs were completed, including 10,557 routine repairs and1,926 gas responsive repairs.

The meeting discussed our current repairs appointment times and options to change them to better meet tenants needs. They also discussed our 20-day target for all repairs work, with the group recommending that larger works move on to a longer target date, allowing for better customer experience throughout major works.

Wider tenants were also able to have their views heard on our repair’s appointment times via an online survey. The findings from this survey can be viewed here. These are currently being considered by the organisation and a further update will be shared online shortly.

This session allowed tenants to gain a deeper understanding of the services our Tenancy Support and Income Recovery Team’s offer, aiming to maximise tenants’ income and supporting them to pay their rent and sustain their tenancy. The team explained that if someone was struggling to pay their rent then we would firstly check their circumstances and check for any benefits that they are not in receipt of but may be able to claim. If they are in full receipt of any entitled benefits, we may look at a payment plan.

We shared the performance from our Income Recovery Team who had exceed their target last year, achieving 99.75% of net rent collected. With our Tenancy Support Team supporting tenants with a total of 736 claims between April and November 2024, securing £22,769.27 in successful grant applications.

The group were able to share their views around the frequency of our rent statements that are currently sent to all tenants four times a year. Most of the group were happy to view their statement online or receive it less frequently, with the exception of if they are in rent arrears.

The group also discussed how they would like us to communicate the changes to pension credit and ways in which they would like to access the services. It was pleasing to hear that our current service delivery is meeting the needs of those in attendance.

Wider tenants were also able to have their views heard on the changes to the frequency of rent statements via an online survey. The findings from this survey can be viewed here. These are currently being considered by the organisation and a further update will be shared online shortly.

Tenants have previously told us that helping to tackle homelessness should be a priority for CGA – we listened and now provide a homelessness service through our Pathways Team.

This includes:

· The Spires, a 26-bed supported accommodation scheme for people who have been or are at risk of rough sleeping.

· Rough Sleepers Initiative– up to 40 properties where we house mostly single people who have experienced rough sleeping.

· Intensive Housing Management service - where we provide some help to people to help them to sustain their tenancies.

Our goal in all the services is to help tenants to become independent and have their own homes that they manage themselves.

This session allowed service users to come along and find out more about the service on offer, our performance and help to shape future provision. The team shared how the tenant voice has shaped the service already. An example of this is a recommendation to change the frequency of welfare checks. We now undertake a person-centred approach to these, working with the individual to agree the frequency of checks based on their personal circumstance.

The meeting allowed tenants to give further feedback on their experience when joining the service, allowing the team to further shape the assessment process going forward.