As we come to the end of another year, we want to wish all our residents a Merry Christmas and a happy, healthy New Year from everyone at Housing 21.

To celebrate and get into the festive spirit, Chief Executive, Bruce Moore has recorded a short video message to reflect on 2025, feedback we’ve received, and wish you season’s greetings.

As the colder months set in, it’s important to take a few simple steps to stay safe, healthy and comfortable. Winter weather and seasonal illnesses can affect us more as we get older, but small changes can make a big difference:

Keep moving: Staying active helps keep you warm and supports your strength and mobility. If walking is difficult, gentle chair-based exercises, stretching or even wiggling your fingers and toes can help.

Eat well: Try to include a variety of foods in your meals, including fruit and vegetables. Warm meals such as soups and stews, along with plenty of hot drinks, can help you stay warm from the inside.

Get your winter vaccinations: Viruses such as flu are more common in winter, so it’s important to protect yourself. You may be entitled to a free flu jab if you’re aged 65 or over, have a long-term health condition, work in health or social care, or care for someone else. Your GP or pharmacist can advise.

Safety at Christmas: We love seeing all the festive decorations at schemes, but we all have a responsibility to keep communal areas safe. From not blocking fire escapes with trees, to not nailing hooks or pins into fire doors, please keep safety in mind.

We’ve made a short video with simple tips on safely decorating communal areas:

Christmas isn’t only a great time to celebrate, it can also be a great chance to do something kind for the planet. With a few small changes, we can reduce waste, save energy and even help local wildlife enjoy the season too. Here are some simple, eco-friendly ideas to try:

Wrap it the green way: Why not swap single-use wrapping paper for reusable gift bags? They last longer and can be reused. If you do use paper, avoid glittery or foil designs as they can’t be recycled, and remember to remove any tape before popping it in the recycling bin.

Decorations with a difference: Homemade decorations add a cosy, personal touch. Try dried orange slices, pinecones or scraps of old fabric to make your home look festive without adding to landfill.

Light up for less: Switching to LED lights is an easy way to cut energy use. Adding a timer means your fairy lights only shine when you want them to, perfect for saving energy.

A Christmas treat for wildlife: Birds and other wildlife appreciate a helping hand in the colder months. Seeds, fat balls or unsalted peanuts are all excellent choices. Don’t forget to leave out fresh water too and gently break any ice that forms.

The festive season can be a time of warmth, joy and connection, but for some, it can also bring challenges. Whether it’s coping with loneliness, feeling overwhelmed, or experiencing difficult situations at home, it’s important to remember that support is available, and you don’t have to face anything alone.

You’re not alone, support is available: If you’re spending Christmas on your own this year, or if the season feels emotionally difficult, there are many ways to stay connected. Local support groups, charities and community organisations often offer extra activities at this time of year, including Christmas Day meetups, or social events.

Safeguarding and domestic abuse: We also recognise that, for some people, home may not feel like a safe place during the holidays. If you are experiencing or worried about abuse, neglect, or domestic abuse, please know that you are not alone, and we are here to help. You should always feel comfortable to share concerns with us. Please speak to your local manager if you’re worried about yourself or someone else - your safety and wellbeing are our priority.

Looking out for others: Not everyone has family or friends around them at this time of year, take a moment to check in on neighbours who may be feeling isolated or vulnerable. A friendly greeting, a short chat or a small gesture can make a world of difference.

We’re pleased to share our Resident Engagement Calendar, designed to make it easier than ever to get involved and have your say.

Housing 21 offers a range of resident engagement groups, giving you the chance to influence decisions and help shape the services that matter most. Most groups meet online via Microsoft Teams, so you can take part from the comfort of your home.

There are many ways to get involved at a national level, from joining discussion groups to taking part in feedback sessions. Your local manager can also advise on opportunities within your scheme.

The calendar brings all meeting dates together in one place, helping you see when each group is meeting next and choose the sessions that interest you.

View the calendar and learn more about our engagement groups 

If you’d like to get involved or have any questions, please speak to your local manager or email us

Don’t miss our new resident-focused video update, Let’s Talk Retirement Living for Autumn 2025. This is the first in a brand-new quarterly series, replacing Catch-up over Coffee.

In this edition, join Kate McArdell-Broome, our new Director of Retirement Living, along with colleagues from across Housing 21 as they share the latest news, updates and improvements happening within our services. In this edition:

• Welcome from Kate
• Update on the Resident Satisfaction Survey 
• Introducing our new Quarterly Performance Report
• Awaab’s Law
• Service Charge Budget Meetings
• Guest speaker Heidi talks about upcoming scheme makeovers
• Tips for staying safe this winter
• Resident Engagement – how to get involved
• Looking ahead at what’s coming next

Submit a question for the next Let's Talk 

As we approach the end of 2025, we’re getting ready to celebrate the contractors who have truly gone above and beyond this year - and we need your help! 

Soon, you’ll be able to nominate contractors who have made a real difference at your scheme. Whether it’s delivering exceptional service, offering brilliant support, or going the extra mile to keep things running smoothly, we want to hear about it.

This year, we’re recognising contractors across three key areas:

• Outstanding contractor: those who consistently deliver high-quality work
• Social value: contractors who support social, health or wellbeing activities that benefit residents and the wider community
• Environmental impact: those who promote sustainability and help improve community wellbeing

The survey will open on Friday 2 January and close on Friday 30 January 2026, so look out for more information in the next newsletter.

Our Quarter Two Performance Report, covering July to September 2025, is now available for residents to read.

The report provides an easy-to-follow overview of the areas that matter most to residents. It includes updates on how we’re maintaining and investing in homes, how many empty properties we’ve filled, and the support available with rent and service charges.

You’ll also find information about our repairs performance, the types of issues we’re hearing through complaints, and the actions we’re taking to keep both residents and homes safe.

Read the full report

We know the full Financial Statements can be a lot to take in, so we’ve created a new Financial Statement Summary to make the information easier to access and understand.

The summary offers a shorter, clearer version of the main report, giving you the key headlines without the detailed technical sections. It’s ideal if you’re short on time but still want to keep up to date with how we’ve performed over the year.

Just like the full report, the summary covers the areas that matter most to residents, including:

• Our overall performance figures
• New developments and acquisitions
  Investment in homes and property standards
• Environmental, Social and Governance (ESG)
• Employee performance and costs

Both the full Financial Statements and the new Summary are available on the Our Publications page 

Local managers across the country have been holding coffee mornings dedicated to Service Charge Budget discussions. These sessions are a chance to learn more about how service charge budgets are set, what they include, and how they support the running of your scheme.

To help managers give residents the best information, we’ve created a toolkit for local managers, Regional Extra Care Managers, and Operations Managers. It includes clear guidance, example statements, and an evaluation form to share with residents to give feedback.

If you’ve already attended a Service Charge Budget discussion and would like to share your thoughts, please complete the evaluation form 

We’re making it easier for residents and visitors to get online in communal spaces by removing the password from the Guest Wi-Fi. This small change means you can connect more quickly, without needing to search for login details or ask for technical help. Whether you’re catching up with family, browsing the web or checking emails, it’s now simply connect and go. See some FAQs below:

• Why are we removing the password? Taking away the password reduces barriers to access and supports digital inclusion, especially for those who may be less confident with technology.
• Is my personal data safe? The Communal Lounge Guest Wi-Fi is an open network, so we recommend avoiding tasks that involve sensitive or financial information unless you’re using a secure website (look for “https”). As outlined in the terms of use, information sent or received may be visible to others, so please take care.
• Are there risks with an open network? As anyone nearby can join, it’s best not to carry out online banking or share personal details while connected. Stick to general browsing and keep your device updated to help protect yourself.
• How does this benefit residents? The new setup makes getting online quicker and easier, particularly for residents who find passwords or technical steps challenging. It also supports social inclusion, helping you stay connected with family, friends and essential services.

If you have any questions, please speak to your local manager.

To help maintain good water quality and hygiene in your home, it’s important to regularly clean and flush your water systems - especially taps or showers that aren’t used often. These simple steps help prevent limescale build-up, keep water flowing properly and reduce the risk of bacteria developing.

• Flushing taps and showers once a week
• Descaling shower heads monthly
• Regularly descaling taps to prevent blockages and keep water running smoothly

Following these quick routines helps keep your water fresh, safe and in the best condition. If you have any questions, please speak to your local manager.

After a repair has been carried out in your home, you may receive a follow-up telephone call from an external researcher on behalf of Housing 21.

These calls help us understand how the repair went and give you the opportunity to share your experience. Your feedback is valuable and helps us continue to improve the service we provide.

If you have any questions, please speak to your local manager

A quick monthly check is all it takes to make sure your pendant alarm is working properly when you need it most.

Your pendant alarm is there to give you peace of mind, knowing that help is always just a button press away. Taking a few moments to test it regularly helps ensure it will work reliably in an emergency.