We know that end of year service charge statements can sometimes feel confusing, which is why we have created a new YouTube video where residents Tom and Robin sit down with Tracy and Richard from Housing 21 to talk it through.

In the video, Tracy and Richard explain what the statement means, including important terms such as surplus and deficit, and how these might affect you. They also highlight where you can find your statement, usually on your scheme’s communal noticeboard in the autumn.

With National Poetry Day taking place on Thursday 2 October, we are delighted to share the story of Tom, a resident at Winehala Court, who has published a poetry book: This is Me in Poetry.

Tom has always enjoyed writing but found new inspiration after moving into Winehala Court. His collection includes a special poem dedicated to the staff and residents, celebrating the carers, kitchen team and managers who he says “always go over and above” to support residents.

Read the full story.

Housing 21 has been recognised by the RSPCA with a national PawPrints Silver Award for our commitment to animal welfare.

The award celebrates organisations that make pets feel welcome and ensure their wellbeing. At Housing 21, we believe residents should never have to choose between suitable housing and their beloved companions. Pets provide friendship, comfort and purpose – often helping to reduce loneliness and isolation.

Bruce Moore, Chief Executive, said:
“Welcoming pets at Housing 21 means residents can have both a home they love and their animal companions. We are delighted to be recognised by the RSPCA for our approach.”

Read the full story in our news section.

Housing 21 has taken another step towards supporting residents in the digital world by signing the Charter for Digital Inclusion.

The Charter, created by the Digital Poverty Alliance, brings organisations together to ensure fair access to digital tools, skills and connectivity. By joining, Housing 21 strengthens its commitment to making sure residents are not left behind.

As part of the Charter, Housing 21 will continue working with partners including Xyrius, the Digital Poverty Alliance and the HACT Digital Inclusion Network to break down barriers and create a more connected community.

Read the full story.

At Housing 21, we believe transparency is vital. That is why we publish regular reports on how we are doing, so you can see what is working well and where we are aiming to improve.

We share key figures such as:

• Resident satisfaction
• Satisfaction in rented homes
• How we respond to complaints
• Annual reports, financial statements and other performance data

Your views guide us. When you tell us what matters, we can adjust services, policies and priorities to better meet residents’ needs.

Visit the our performance page on our website to explore the latest satisfaction surveys, landlord reports, complaints handling data and more

It is that time of year again – the Tenant Satisfaction Survey is now open, and we want to hear from you.

The theme this year is “Lead the change, shape your community.” By sharing your views, you can help us understand what is working well and where we need to improve. Your voice matters, and together we can make Housing 21 communities even better.

The survey is linked to the Tenant Satisfaction Measures (TSM), set by the Regulator of Social Housing, to give a clear picture of resident experience.

The survey is open from Wednesday 24 September until Wednesday 29 October.

Scams can come in many forms and are becoming more sophisticated every day. Sometimes it can be hard to tell what is real and what isn’t, so the best possible defence is to be informed.

With the weather starting to turn a little colder, there has been an increase in the number of text, phone and email scams related to the Winter Fuel Payment and ‘government help’ throughout winter. Below is an example of what a message might look like:

Winter Heating Subsidy Reminder: Winter is coming and we will continue to issue winter heating subsidies to help you survive this cold winter. Since you are eligible to apply, please update your information in the link after reading the information.

If you’re at all unsure of whether a message is genuine, do not click on any links or give out any private information.

For more information on different types of scams and how to keep yourself safe, you can visit Age UK’s Scam’s Advice page or ask your local manager to help with this.

The Metropolitan Police also produce a great booklet called ‘The Little Book of Scams’. Your local PCSO will be able to provide copies, so again, ask your local manager for help if you’d like one.

Did you know that you may be entitled to certain benefits and allowances depending on your circumstances?

Our website contains information all about financial support, and our Helping Hands fund.

Find out more on our financial support pages.

As the nights draw in and the clocks go back everything starts to get rather chilly.

Here are some reminders for keeping warm and safe.

• Layer up with warm clothing, even indoors
• Keep doors closed to retain heat in rooms
• Use draught excluders and thermal curtains, if available
• Eat warm meals and stay hydrated

If you’re struggling to stay warm or need support, please speak to your local manager. We’re here to help.

As a reminder, a new law called Awaab’s Law will come into effect from 27 October 2025. This important legislation requires social landlords to fix reported issues of damp, mould, and emergency repairs within strict timeframes. The law will focus on damp and mould, with other housing hazards being added from 2026.

We’ve been busy preparing to ensure we meet these standards. Although, tackling damp and mould isn’t just about reacting, it’s also about prevention, and that’s something we can work towards, together.

• Ventilate regularly: Open windows and use extractor fans, when possible, especially during and after cooking or showering
• Keep rooms warm: Consistent heating helps prevent condensation
• Avoid drying clothes indoors: If you do, try to keep a window open nearby
• Report leaks promptly: Even small drips can lead to bigger problems

Your local manager may host a coffee morning to share more about damp and mould, how to spot it, and what we’re doing to tackle it. We’d love to see you there.

We’ve recently updated our financial abuse leaflet, which is now available for residents.

Financial abuse is when someone mistreats another person by taking advantage of their money, property or belongings. It can happen in many ways – from money being stolen or misused, to being pressured into changing your will, inheritance or financial plans. Often, financial abuse happens alongside other types of abuse.

It isn’t always easy to recognise, but here are some questions to consider:

• Have you noticed unusual transactions on your bank statement?
• Are you struggling to access your own money or pension?
• Have you lost money without explanation?
• Do you feel pressured to hand over money, or lend it without repayment?
• Are you being forced into making changes to your financial affairs?

If any of these sound familiar, it may be a sign of financial abuse.

At Housing 21, we are clear that no employee should ever ask a resident for money. If this happens, please let your manager know immediately, as others could be at risk.

If you have concerns, you can speak to your manager, email: safeguarding@housing21.org.uk or talk to any Housing 21 colleague.

 You may also choose to confide in a friend, GP, social worker or your local safeguarding team.

For urgent support, you can call the police on 101 or contact Action Fraud on 0300 123 2040 (Monday to Friday, 8am–8pm).

October is Domestic Abuse Awareness Month, a time to raise awareness about domestic abuse and the support available.

Domestic abuse is not always physical. It can include emotional, psychological, sexual and financial abuse. The law now recognises that these forms of abuse can be just as harmful as physical violence. Abuse can affect anyone, regardless of age, background or circumstance. You are not alone.

If you are worried about yourself or someone else, you can:

• Speak to your manager on site or email: domesticabusesupport@housing21.org.uk
• Talk to a trusted friend, GP or social worker
• Call Refuge for free helpline, confidential support, open 24 hours a day, on 0808 2000 247

If someone confides in you, listen and let them know you’ve noticed something is wrong. The Refuge website has helpful advice on how to support a friend safely.

If you are worried that you may be harming your partner or family, the Respect Phoneline offers confidential support on 0808 802 4040, with webchat available on Wednesdays to Fridays.

At Housing 21, we are committed to supporting residents and raising awareness. Domestic abuse can happen to anyone, but together we can break the silence.

If your scheme has Guest Wi-Fi we are making a small change. We are making it easier for residents to stay connected in communal spaces by removing the password. This change  is designed to make it quicker and easier for everyone to get online, whether you're catching up with family, browsing the web or checking your emails.

No more searching for login details, just connect and go. We’ll share more details soon.