Residents can get involved nationally in shaping our services

We are committed to resident engagement and working collaboratively with you to improve and develop services

Group of residents smiling at a resident conference in 2025

Interested in joining one of our networks?

Complete the online form

Your involvement matters

There are different opportunities for you to get involved and influence decisions across Housing 21 on a national level.
Find out more about the range of Resident Engagement Groups and opportunities.
Your local manager may be able to advise you about how, where and when you can get involved as well.
Download our guide to getting online and joining a group.

If you have any questions you can also contact the Engagement Team who would be happy to help. Email us

Have you attended a resident forum recently? Share your feedback here.

RL Resident Conference Couple Influencers Nottingham

Resident Engagement Calendar

View our latest calendar of upcoming Resident Engagement meetings.

View the calendar

Read Monthly Updates

Each month we publish an update from our Resident Engagement Lead, Maddie.

These updates provide insight into discussions and outcomes from recent National Resident Engagement Forums where Housing 21 residents meet and review decisions and suggest improvements.

Hello everyone,

I’m Maddie, the new Resident Engagement Lead. Many of you may already have seen my name in meetings or emails, but I wanted to introduce myself and say how pleased I am to be working with residents across our groups, forums and panels.

Firstly, I’d like to thank Amber Crick for her hard work over the past nine months. As her secondment comes to an end, I’m sure you’ll join me in wishing her all the very best for the future.

This newsletter is designed to keep engaged residents updated on key discussions, resident influence and what’s happening next across our groups.

Residents helping to improve services

Complaints Panel
Residents reviewed recent complaint learning and stressed the importance of accountability when agreed actions are identified. The panel also supported greater resident involvement in future complaint reviews and learning.

Resident Digital Inclusion Group
Residents discussed the new Housing Management System and highlighted the importance of using existing resident information more effectively. The group also reviewed new Digital Support pages and recognised the value of simple, printable information to help residents access support.

Resident Safety Engagement Group
Residents reviewed the revised Person-Centred Fire Risk Assessment process and supported a more collaborative approach. Feedback on wording, guidance and communication will help shape future improvements and training.

Extra Care and Retirement Living Joint Forum
Residents reviewed performance information and raised key issues including call system outages, safeguarding, dementia awareness, accessibility and communication. The forum also discussed the new Resident Trust Fund and reviewed updated Resident Associations Guidance.

Thank you

A clear theme across all meetings was the vital role residents play in shaping, challenging and improving Housing 21 services. Thank you to everyone who has shared their time, feedback and experience.

I’d love to hear whether you found this newsletter useful and if you’d prefer more or less detail in future editions.

Thank you again for everything you do to help improve services across Housing 21.

Maddie
Resident Engagement Lead

Hello from Maddie

I hope you’re keeping well during the warmer weather.

Over the coming weeks, I’ll be meeting with resident groups and forums to share our plans for resident engagement and hear your ideas. Your feedback is vital in helping us shape meaningful and practical opportunities for involvement.

We’re also pleased to welcome Teri, our new Resident Engagement Coordinator, who will be supporting resident groups and helping strengthen resident involvement across Housing 21.

A note from Teri

Hello everyone! I’m delighted to join Housing 21 as Resident Engagement Coordinator.

I’ve worked in housing and local government, with a focus on resident engagement, insight and complaints. I’m passionate about ensuring residents’ voices help shape services. I’m looking forward to meeting you, learning what matters most to you and supporting our resident groups and forums.

Resident Service Charge Network

The Network discussed service charges, resident finance and communication with residents.

Key topics included:

Reviewing the Network’s Terms of Reference and future name.
Encouraging more residents to engage with year-end service charge information.
Improving accessibility for residents who are less confident online.
Making service charge information clearer and easier to understand.

Residents are also helping to develop a series of short service charge vlogs to explain key topics in a more accessible way.

Residents received updates on future access to information requirements (STAIRs) and new Heat Network regulations.

Discussions focused on:

Using clear, accessible language.
Making information easier to find and understand.
Heating system billing, customer support and communications.
Involving residents earlier when developing information and guidance.

Residents will continue helping review future communications and templates.

Environmental Awareness Group

This month’s meeting was postponed due to hot weather warnings and will now take place next month.

Thank you for everything you do to help improve services across Housing 21.

"The forum offers a direct line to senior managers and the Board of Housing 21. I am eager to contribute to shaping policies, services, and budgets that authentically reflect residents' needs. "
Tom Box Tree Court, Wetherby