We’re pleased to share some important updates about changes within our senior leadership team. These appointments strengthen our commitment to providing the very best services for residents across both Extra Care and Retirement Living. 

Kris Peach, who many of you will know as our former Director of Extra Care, has been appointed as Chief Operations Officer. In this new role, Kris will oversee both Extra Care and Retirement Living, helping to shape and guide services across Housing 21.

Stepping into Kris’s previous role, we’re delighted to announce that Jamie Lindon-Lewis has been promoted to Director of Extra Care. Jamie brings experience, energy and a real passion for supporting our Extra Care communities.

We’re also thrilled to welcome Carrie Anderson to Housing 21. Carrie has joined us as Head of Extra Care for the South and brings a wealth of knowledge from her work as a Commissioner at West Sussex Local Authority and will be a fantastic addition to the team.

These changes mark an exciting time for Housing 21 as we continue to build on our strengths and look ahead to the future.

We’re reviewing how we allocate our homes, and we’d love to hear from you. As residents, you know first-hand what it’s like to apply for a Housing 21 property and move in. Your experience and insight are vital in shaping a process that works for everyone.

We’re particularly interested in:

• How you found the application process (including the follow-up checks, communications etc.)
• Any barriers you faced, such as accessibility or missing information
• Ideas for making the process clearer, fairer and more responsive

There are lots of ways to get involved, and we’ll work around your availability. You can join a short online workshop, give feedback by phone, review draft procedures by email, or complete a quick survey.

Every comment will help us improve how we match people to properties, ensuring the process reflects real resident needs. You don’t need to be an expert – lived experience is exactly what we’re after.

If you’d like to take part or want to know more, please speak with your Local Manager, email engagement@housing21.org.uk or call 0370 192 4000.

At our Quarterly Leadership Event in July, we took time to reflect on how our complaints service is working and where we can do better. The discussion highlighted both progress and areas for improvement.

What’s going well:

Leaders praised the clarity and accessibility of the process, with residents finding it easier to raise complaints and receive clear communication. Our template letters and defined steps are helping to improve satisfaction, while recent training has supported colleagues in handling cases more effectively.

Where we need to improve:

There’s still some confusion between what counts as a complaint and what is a service request. Internally, our system needs updating to be more efficient. The language used in response letters needs to be more consistent, and stronger collaboration is needed across departments. Leaders also pointed out that compensation decisions aren’t always appropriate or clearly explained, and that we need better processes for handling vexatious complaints. 

More support is also needed for colleagues, particularly with response writing, de-escalation skills and shared learning opportunities.

What’s next:

We’ll soon be welcoming new colleagues into the complaints team, across both Extra Care and Retirement Living. An action plan is being developed to address the feedback raised, and we’ll keep you updated on progress.

By listening, learning and acting, we’re committed to building a complaints service that is fair, transparent and resident-focused.

While energy costs may be lower in the summer months, they don’t go away completely – and topping up a pre-payment meter can still be a worry. If you’re finding it difficult, support may be available.

Housing 21 is proud to be a trusted partner of HACT (Housing Associations’ Charitable Trust) in offering access to its Pre-Payment Meter Fund. Through this, residents on a low income may be able to receive PayPoint vouchers worth up to £297. These can be used to help keep energy meters topped up and prevent them from slipping into debt.

If you’d like to find out more, please speak to your Local Manager. They can explain the simple application process and check eligibility. The process is straightforward, and only a small amount of personal information is needed.

The Ministry of Housing, Communities and Local Government (MHCLG) is looking for new members to join its Resident Panel – and this could be your chance to get involved.

The panel gives social housing residents a direct way to share their views and experiences with government Ministers and officials. By taking part, you can:

• Give feedback on government housing policies and proposals
• Share your own experiences of social housing
• Join discussions and research activities with decision-makers

Applications are open until Sunday 7 September at 11pm. The process is straightforward, and anyone living in homes for social rent, affordable rent or low-cost homeownership can apply.

This is a valuable opportunity to ensure residents’ voices are heard at a national level and to help shape the future of social housing.

Apply online.

Your voice matters – and soon you’ll have the chance to help shape the future of your communities in the National Resident Survey 2025. The survey opens on Wednesday 24 September and closes on Wednesday 29 October. 

The survey is linked to the Tenant Satisfaction Measures (TSM) introduced by the Regulator of Social Housing. It’s designed to give us a clear picture of what we’re doing well and where we can improve. 

Every resident (apart from those within Kent PFI, who are surveyed separately) will receive a survey pack in the post. Inside you’ll find:

• A cover letter with details on how to complete the survey online, if you prefer
• A paper survey
• A freepost envelope to return your response

To make sure every voice is heard, all responses are anonymous. You can post your reply back directly, or drop it into a pop-up box at your scheme.

This year, the Resident Survey and Care Survey are separate, making it simpler and quicker to complete. As a thank you, all entrants will be entered into a prize draw, with ten £50 prizes up for grabs.

Chief Executive Bruce Moore explains more about the National Residents Survey:

Please take part and help lead the change to shape your community.

From 27 October 2025, a new law called Awaab’s Law will come into force. This legislation requires social landlords to fix reported damp, mould and emergency repairs within strict timeframes. At first, the law will focus on damp and mould, with other housing hazards included from 2026.

Here at Housing 21, we’re already putting plans in place to make sure we’re ready. But prevention is just as important, and there are steps everyone can take to help reduce damp and mould in their homes.

You can learn more about the causes, prevention and solutions in our Condensation, Damp and Mould Guide.

If you notice any signs of damp or mould in your home, please report it to your Local Manager straight away. Acting quickly helps us resolve problems faster and keeps your home safe and healthy.

Earlier this year, our Retirement Living Conference on tour brought residents together across the country to share updates, ideas and useful information. If you weren’t able to join us, or would like to watch again, we’ve created a series of videos on YouTube.

Each video is tailored to your region and includes highlights from the 2025 events, such as:

• A welcome from CEO Bruce Moore and departing Director Pam Mastrantonio
• Regional updates
• Money advice and support
• A sustainability update

Find the regional videos below:

North:

South-East:

South-West:

East:

West:

Your pendant alarm is there to keep you safe – but like any piece of equipment, it needs a regular check to make sure it’s working when you need it most.

We’re encouraging all residents to test their pendant alarms once a month. It only takes a moment and gives you the reassurance that help is just a button press away if you ever need urgent support.

How to test your pendant:

• Press the button from inside your own accommodation (please don’t test in communal areas)
• Wait for the response and confirm it’s just a test

If you’re unsure how to test your pendant, or if you have any concerns, please speak to your Local Manager. They’ll be happy to guide you through the process and answer any questions.

Rainbow colours filled the streets of Manchester as Housing 21 residents and employees joined thousands of others to celebrate diversity and inclusion at this year’s Manchester Pride parade.

On Saturday 23 August, the group proudly waved from their brightly coloured float, made possible thanks to the generous support of local sponsorship partner, GOS Services. GOS is a family-run business with over 50 years of experience in the heating and plumbing sector.

The float, adorned with rainbow colours and carrying the message from leading Extra Care and Retirement Living provider – ‘At Housing 21, you can be you’ – proudly reflected the organisation’s Respect and Inclusion Charter which launched in 2023. The charter was developed to recognise the diversity of Housing 21 and to promote an inclusive environment in which to work and live.

Zoey Stanton, Regional Operations Manager for the north at Housing 21, took part in the parade and shared her enthusiasm: “This was a brilliant opportunity to raise our profile as an open and inclusive housing provider in Manchester. We had such a fantastic day, and we've got the bug now and want to come back and do it all again next year.

“I just want to say thank you to everyone who made it possible, especially Debbie, a Local Housing Manager who manages one of our Retirement Living schemes in north Manchester.”

The annual event is a powerful reminder of the importance of visibility and allyship. Housing 21 aims to continue its journey of inclusion and hopes to make an even bigger splash at next year’s parade.