We’re pleased to announce that we have launched our new Housing 21 website, and we’d love you take a look around.

After lots of hard work and discussions with residents we have pushed the go live button.

So, what’s new?

·      A clean, user-friendly navigation

·      An improved search function

·      We utilise images over text heavy pages, so it’s visually more appealing

·      It includes 18 alternative languages, so it can be quickly and easily be translated

·      Accessible content, meeting Web Content Accessibility Guidelines 2.2. (WCAG) compliance.

What’s next?

To keep improving – as with any new project there may be things we’ve missed, so we’ll be working on more improvements as we go.

Please do look around the website, especially the section dedicated to our residents.

If you spot anything which doesn’t look or work as you’d expect, or you have any questions, suggestions or feedback, please let us know by email.

Have you visited our YouTube channel? Here you’ll find real stories from residents living in both Extra Care and Retirement Living schemes across Housing 21.

One of the latest videos features Brian, a resident in Manchester whose life has been truly transformed since moving into his Housing 21 home. From making new friends to enjoying a real sense of belonging, Brian shares how his days are now filled with laughter, comfort and community.

But Brian’s story is just one of many.

Our YouTube channel is regularly updated with videos that give you a glimpse into life at Housing 21 – from resident interviews, to helpful updates and behind-the-scenes insights.

These short videos are a great way to see what Housing 21 is all about.

We've recently received the results of our Regulatory Inspection which was conducted at the end of 2024 by the Regulator of Social Housing.

We're delighted to have retained our V1 rating for financial viability and G1 rating for governance. We've also received a newly introduced consumer standards ‘C’ rating. This relates to the newly introduced Consumer Standard which includes the four standards of Neighbourhood and Community Standard, Safety and Quality Standard, Tenancy Standard, and the Transparency, Influence and Accountability Standard.

We have received a C2 rating from the Regulator. C2 is a compliant grade and there are not any concerns about the services we are providing for our residents. The reason we didn’t get the top C1 rating is that, although we have good compliance reporting and a clear understanding of service outcomes at a local level, there were felt to be areas where we could improve our reporting and monitoring arrangements. We recognise and accept this and we will work with the Regulator to put improvements in place as speedily as possible so we can secure the C1 grading.

Despite not getting the C1 rating (yet) it is reassuring that our residents are still telling us that they are happy with the services we are providing, and our satisfaction levels are improving, as reflected in our most recent Tenant Satisfaction Measure results.  Our tenant satisfaction overall is 89% compared to an industry average of 69% across 203 landlords.

You can read the full inspection report on the official government website.

We value all feedback from our residents – whether it’s a compliment, or a complaint. It helps us understand what’s working well and where we can improve.

Between January and March 2025, we received 63 complaints – which is more than the same period last year. This increase is mainly because of changes made by the Housing Ombudsman.

We’re also now recording ‘service requests’ – these are requests to fix something or take action, and they help us resolve issues more quickly, without needing to go through the full complaints process.

Over the year (April 2024 – March 2025), we received 297 formal complaints at stage one, and 48 were taken further to stage two. Most were dealt with on time, and we continue to improve our systems to make things even better.

Importantly, we learn from every complaint. This year, that learning has led to policy updates, staff training, and clearer ways of recording and following up on concerns – from how we handle damp and mould, to dealing with anti-social behaviour.

We also received 1,067 compliments during the year – most were about the fantastic work of our staff, which we’re always proud to celebrate.

Read the full performance update on the our performance page.

In May, we joined together to mark 80 years since VE Day – a moment of reflection, pride and celebration across Housing 21.

Schemes up and down the country hosted wonderful events to honour this historic day. From afternoon teas, to music and storytelling, it was a chance to come together and remember those who served.

We’d like to say a heartfelt thank you to everyone who took part – whether you helped organise an event, shared your own experiences, or simply joined your neighbours in raising a cuppa.

As part of our tribute, we also shared two very special resident stories:

👉 Kathleen, aged 102 and a former member of the Women’s Land Army, reflected on her memories of VE Day and what it meant to her.

Read Kathleen’s story

👉 Lee, a blind veteran, challenged himself to swim 80 lengths in honour of the 80th anniversary – all to raise money for charity.

Read Lee’s inspiring story.

These stories are a powerful reminder of the strength, courage and community spirit that lives on in our residents today.

We’d love to hear how you’re marking the 80th anniversary of D-Day.

If your scheme is holding an event or if you’d like to share a personal story, please get in touch with your Local Housing Manager or email us.

It’s Volunteers’ Week from Monday 2 to Sunday 8 June – a time to recognise and celebrate the amazing contributions that volunteers make in our communities every day.

Across Housing 21, we know many of our residents give their time to support others – whether it’s helping at a scheme event, running a coffee morning, fundraising for charity, or volunteering with a local group. Your kindness and commitment make a real difference.

This week, we want to shine a light on those who give their time to help others – and we’d love to hear your stories.

👉 Do you volunteer, or know someone who does?

👉 Is your scheme organising a volunteering activity, or looking for more helping hands?

Please get in touch and share your story – whether big or small – so we can celebrate it together.

Are you passionate about sustainability? Do you want to help make our communities more energy-efficient and environmentally friendly?

We’re excited to launch the Housing 21 Environmental Awareness Group, a new resident-led forum for sharing ideas, offering feedback, and helping to shape our future approach to sustainability.

The group is open to all Retirement Living and Extra Care residents — whether you’re an eco-enthusiast or simply want to learn more about small changes that can make a big difference.

🗓️ Our first meeting will take place online via Microsoft Teams on Thursday 3 July at 11am

(Meetings will then be held every 6–8 weeks, with opportunities to join virtually or occasionally in person.)

 
The group will:

• Share and explore ideas to reduce our environmental impact
• Support Housing 21’s sustainability efforts
• Learn from guest speakers and each other
• Include updates you can follow online, even if you don’t attend every meeting

As sustainability is a broad and evolving topic, we’re aiming to form a core group supported by residents with interest or knowledge in different areas — like energy efficiency, green spaces, or recycling — as these topics take the spotlight.

We’ve already been speaking to residents who are excited to get involved, like Tom who has shared his story on our website.

You can get involved yourself by completing our online form.

A big thank you to everyone who attended one of our Retirement Living Resident Conferences this year – it was wonderful to see so many residents coming together across the country.

The conferences were a brilliant opportunity to hear directly from you – our residents – about what matters most in your homes and communities. From housing services and local improvements to national updates and plans for the future, your feedback helps shape how we do things at Housing 21.

We really appreciated the open, honest conversations and the positive ideas you shared. Whether you joined us to ask questions, raise concerns, or simply enjoy the day, your involvement made each event a success.

A big thank you to everyone who got involved in National Gardening Week and sent in their photos!

From blooming borders and thriving veg patches, to carefully kept pots and creative planters, it was wonderful to see so many residents making the most of their outdoor spaces. Whether you’re a seasoned gardener or just enjoy pottering about, it’s clear that gardening continues to bring joy, wellbeing and a sense of pride to our communities.

We’ll be sharing a selection of your photos and stories in this newsletter and online – so keep an eye out to see your garden featured!