Spring is just around the corner. The days are getting longer, flowers are beginning to bloom, and our gardens are coming back to life. Every year, we hear wonderful stories from residents who help keep communal gardens looking beautiful, and we know just how much joy gardening can bring.

Whether you:

• Care for a small plot in a communal garden
• Are part of a gardening group at your scheme
• Grow flowers or vegetables in containers
• Or simply enjoy houseplants to brighten your home

Gardening is a great way to stay active, meet others and enjoy the outdoors (or bring the outdoors in!).

If you’re looking for inspiration, the National Trust offers helpful spring gardening tips, including what to plant, seasonal jobs to tackle, and ideas for container gardening if you have a smaller space.

Thinking about gardening together? Many schemes have gardening groups you can join. Speak to your local manager to find out what’s happening at your scheme.

Happy gardening!

Our latest Quarter Three Performance Report (October–December 2025) is now available, offering an honest and transparent look at how we’ve performed as an organisation against targets. The report reviews key areas of our work, including Property Investment, Financial Support, Repairs, Complaints, Safeguarding, Antisocial Behaviour, as well as what the media has said about Housing 21 and how we are supporting and developing our people.

During this quarter, we continued to focus on delivering safe, high‑quality homes and meaningful support to residents. One of the headline figures highlights the scale of activity across our services: 16,462 repairs were completed in residents’ homes. The top three repair themes were:

• Handyperson tasks
• Plumbing
• Electrical work

Alongside this, our commitment to providing direct financial support remained strong. We processed 315 Helping Hands applications, distributing £54,363 to residents facing hardship. This funding continues to offer vital relief to those who need it most, helping people through unexpected challenges or periods of financial strain.

The report also reflects on how we ensure our colleagues are well trained, supported, and heard. From ongoing professional development to wellbeing initiatives, we are investing in the people who deliver our services every day.

Read the full Quarter Three Performance Report.

We’re pleased to share the results of our 2025 National Residents’ Survey.
Overall satisfaction has risen to 91 per cent. This is up from 89 per cent last year. These results come from the Tenant Satisfaction Measures survey, completed in autumn 2025.

This increase reflects the hard work of teams across Housing 21. It also shows our continued focus on providing good quality homes and services, so residents feel safe, supported and able to live well and independently.

More than 12,500 households took part in the survey. That’s 58 per cent of residents, a five per cent increase in responses compared to last year.
Thank you to everyone who shared their views. Your feedback helps shape our services for the future.

Headline results:

• 91 per cent of rented and shared ownership residents are satisfied with the service we provide as a landlord.
• Satisfaction with complaints handling has gone up by four per cent.
• Feeling that we make a positive difference in neighbourhoods has increased by three per cent.
• Satisfaction with how we listen and act on feedback has also risen by three per cent.
• Residents who rent report slightly higher satisfaction, at 92 per cent, compared with 88 per cent for shared owners.
• 92 per cent of residents in Extra Care are satisfied overall, compared with 91 per cent in Retirement Living.

Bruce Moore, Chief Executive at Housing 21, thanked residents for taking part. He said “the rise in satisfaction shows the dedication of staff and the value of residents’ feedback in helping the organisation improve.”

A full summary report, along with a local report for your scheme, will be available in early March. You can read these by visiting our website or by speaking to your local manager.

As a thank you, 10 residents will be chosen at random to receive a £50 shopping voucher for taking part.

We’re pleased to share that Housing 21 is now a member of PlaceShapers, a national network of more than 100 community-based housing associations.

Our local manager model is at the heart of what we do, providing personal, on-site support and helping residents feel part of a strong community. Joining PlaceShapers means we can work alongside like-minded organisations, strengthen our voice, and champion high-quality, affordable homes for older people at a national level.

Read the full story.

We want to make sure we provide the best service possible, whether it’s repairs in your home or how we handle complaints.

To help us improve, we run two regular surveys:

• A monthly repairs survey
• A monthly complaints survey

These surveys are sent only to residents who have recently had a repair or made a formal complaint.

Because many repairs happen each month, only a sample of residents are invited to take part in the repairs survey.

Everyone whose complaints have been closed will be invited to the complaints survey.

You may be contacted via email, SMS (text message), or via a phone call.
If contacted by email or text, you’ll be asked to click a link to complete a short survey. Participation is optional.

Your feedback helps us understand what’s working well and where we can improve.

If you’re unsure whether a survey invitation is genuine, speak to your local manager or email our Research Team.

Last month, we launched the new Resident Trust Fund to support projects that improve resident health and wellbeing. It replaces the previous Resident Satisfaction Fund and focuses on ideas that make a real difference in your scheme.

The fund is open for applications until 30 March 2026. There’s no set maximum amount, what matters is that projects offer good value and are led by residents.

What’s happening so far:

• We welcome Kasia, our new Resident Trust Fund Coordinator. She has charity sector experience and is passionate about helping residents turn ideas into reality.
• Over 150 applications have been received so far and are being carefully reviewed.
• Many ideas are creative and community-focused, including outdoor spaces, gardening, shared facilities, and group activities.

The fund will continue to grow as we learn how best to support residents. We also welcome feedback, suggestions, and new ideas.

At Housing 21, we know that life can change. One day you may feel completely independent, and later, you might need a little extra support. That’s perfectly normal. The good news is, it’s something we specialise in.

If you currently live in one of our Retirement Living schemes, you may not be aware that we also offer Extra Care - designed to help you stay independent, with care available if and when you need it.

What is Extra Care?

Extra Care offers independent living in your own apartment or bungalow, with on-site care available 24/7. Support is tailored to your individual needs and delivered in your own home, whether that’s planned care or emergency assistance.

Couples can continue living together, even if only one person requires care, and pets are welcome too!

What can you expect?

Extra Care schemes typically include:

• One- and two-bedroom apartments or bungalows
• A 24-hour emergency alarm system (as standard)
• An on-site local manager during the week
• Café or bistro facilities
• Residents’ lounge and communal gardens
• Hair salon
• A programme of social activities and events

You can enjoy the privacy of your own home, cook in your own kitchen, or dine in the bistro, it’s entirely your choice. Socialise as much or as little as you like, with welcoming communal spaces available when you want them.

Housing 21 has more than 60 years’ experience designing and building homes for older people, providing safe, secure environments with modern features and facilities.

Extra Care can offer reassurance if your needs change, helping you remain independent while knowing support is close at hand.

Discover Extra Care, or search our Extra Care schemes to find out more.

With the cost of living still a concern for many, it’s important to know that support is available. Each year, billions of pounds in benefits go unclaimed, and many people miss out because they assume they won’t qualify. You don’t always need to be on a very low income or renting to be eligible so it’s worth checking.

We have a webpage dedicated to the benefits which you may be entitled to, and other resources which could help you financially.

Check out our website to find out more

Knowing what to do in the event of a fire can help keep you and others safe. Many Housing 21 schemes operate a ‘Stay Put’ fire safety strategy, and it’s important to understand what this means.

What does ‘Stay Put’ mean?

A Stay Put policy is used in purpose-built blocks of flats. If a fire starts elsewhere in the building, residents who are not affected should usually remain safely inside their own homes, with doors and windows closed. The building is designed so walls and floors help contain fire and smoke for a period of time.

When should you leave?

• You should evacuate immediately if:
• The fire is in your own flat
• You are affected by smoke, heat or flames
• You feel unsafe at any time

When is it safer to stay?

If the fire is in another part of the building and your home is not affected, staying put is often the safest option.

This helps:

• Keep stairways clear for firefighters
• Reduce panic and unnecessary movement
• Prevent people entering smoke-filled corridors

If you are staying put, close all doors and windows and call 999 to report the fire, even if you think it has already been reported.

Your safety always comes first. If you are ever unsure or feel at risk, leave the building and get to a safe place. If you have questions about fire safety at your scheme, please speak to your local manager.

Your feedback matters to us. Whether you’d like to make a complaint, give a compliment, share a suggestion or simply tell us about your experience, we genuinely welcome hearing from you. Your views help us improve our services.

Find out all about our feedback process.

Did you know Housing 21 has its own YouTube channel?

Our channel features a range of helpful and informative videos, including:

• Resident case studies
• Useful resources and guidance
• Corporate updates
• Recordings of our quarterly Let’s Talk sessions

What are Let’s Talk sessions?

Each quarter, we host separate Let’s Talk sessions for both Retirement Living and Extra Care residents. These sessions are led by senior colleagues from across our services and provide updates on improvements, priorities and what’s happening across Housing 21.

They’re a great way to stay informed, hear directly from leaders and understand the changes shaping our organisation.

The next Let’s Talk sessions will be live later in March. You can watch previous sessions and explore our videos on YouTube

We’re committed to helping residents understand their rent and service charges, and the support available to answer your questions.

Service charges vary depending on where a resident lives and the services they receive. Each year, we consult with residents about the services provided and review contracts to ensure we continue to offer the best possible arrangements.

To help residents better understand how service charges work, our Service Charge Guide is available, this:

• Answers common questions
• Explains how service charges are set
• Helps residents understand their service charge budget statement

See our guide to find out more

Keeping your next of kin information up to date is very important, and we kindly ask all residents to take a moment to review their details.

Your next of kin is the person you would like us to contact in an emergency, or if we need to share important updates about your wellbeing. This could be:

• A close relative
• A partner
• A trusted friend
• An adopted child
• A civil partner

Or a chosen family member
It doesn’t have to be a blood relative, what matters most is that it’s someone you trust.

Having accurate information means we can reach the right person quickly if needed, giving you reassurance that the person you’ve chosen will be contacted.

If you’re unsure whether your details are up to date, please speak to your local manager, who will be happy to check and make any updates with you.

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.