As we approach the end of the year, I want to take a moment to reflect on the incredible work that has been achieved across our communities. From the dedication of our staff to the resilience and support shown by tenants, it is clear that together we are building not just homes but thriving neighbourhoods.
This year has not been without its challenges. The wider external environment continues to test us all, with rising costs and uncertainty affecting households across the country. We know the cost-ofliving crisis is placing real pressure on many families, and we remain committed to offering practical support wherever possible – whether through advice services, community initiatives, or simply being here to listen.
At the same time, there is much to celebrate. We’ve seen inspiring examples of tenants coming together to support one another, local projects making a real difference, and staff going above and beyond to deliver services that matter most. These achievements remind us of the strength and compassion that define us and our communities.
As the festive season approaches, I want to extend my warmest wishes to you and your loved ones. This season is a time for connection, reflection, and hope. Whatever your circumstances, I hope you find moments of joy and rest and know that we will continue to stand alongside you in the year ahead.
With best wishes,
Tracey
BUILDING STRONGER CONNECTIONS: WHAT THE EPIC CONNECTION MEANS FOR YOU
At EPIC, we’re committed to making every interaction with tenants meaningful, respectful, and trustworthy. That’s why we’ve launched The EPIC Connection – a cultural change programme designed to strengthen relationships between staff, tenants, contractors, and partners, improving the way we work together.
What is The EPIC Connection?
The EPIC Connection is about putting people first and building relationships, not just transactions. It’s not just training – it’s a shift in attitudes and behaviours that ensures every conversation reflects the kind of organisation we want to be. Instead of focusing on process, we’re focusing on developing relationships with purpose, empathy, and integrity.
What Tenants Can Expect
Through this programme, tenants should start to notice:
Clearer communication – honest, two-way conversations with clear expectations and feedback. More follow-through – staff doing what they say they’ll do and closing the loop.
Greater empathy – treating people as individuals, listening without judgment, and recognising lived experiences.
Improved service – avoiding rushed or “process-driven” interactions and prioritising care and dignity.
What Tenants Told Us
Recent engagement sessions with tenants highlighted what matters most to tenants: What works well: Quick responses, flexible approach, and improvements like better kitchens. What needs to improve:
Repairs and maintenance follow-up, including grass cutting and “making good” after works. Reducing the length of time to wait for replacements (e.g., front doors ).
Accessibility needs and adaptations.
Clearer communication and involvement in decisions before change happen. Energy efficiency and sustainable solutions for the future.
Tenants also asked for more choice, better diversity awareness, and use of accessible channels like WhatsApp. We will look at what we can do to improve in these areas as we move forward over the next 12 months. Thank you to those tenants that got involved with us on this.
Why It Matters
We know trust is built through actions, not words. The EPIC Connection helps our staff slow down, listen better, and respond in ways that build confidence and connection. It’s about working with you and making sure every interaction feels human.
Your Voice Matters
This programme has been shaped by feedback from tenants, board, and staff. We’re acting on that feedback – and we’ll keep listening. Over the next 6–12 months, we’ll explore more structured engagement activities, including the review of creating our Customer Experience Pledge
EPIC NEWS
Halloween Half-Term Fun at EPIC!
Halloween week was a spooktacular success at EPIC! Across Bentilee and Meir, we pulled out all the stops to bring festive fun to tenants and the wider community.
In Bentilee, our reception was transformed with Halloween decorations, and we gave away pumpkins throughout the week. On Halloween itself, we offered spooky storytelling sessions and handed out sweets and books to local trick-ortreaters.
In Meir, we held a Halloween-themed morning café. Tenants enjoyed crafts, seasonal drinks, and treats, and had the chance to carve pumpkins or take one home. The event saw record attendance, with people of all ages joining in the fun.
We would like to say a huge thank you to our generous contractors Brenden Fern, AICO, JRB Construction, and Hankinson Whittle – who kindly donated sweets and chocolates for our Halloween trick-or-treat bags. Your support helped make the celebrations even more special for families.
These events are part of our ongoing commitment to community engagement and creating welcoming spaces for our tenants. A huge thank you to everyone who helped make Halloween at EPIC so memorable!
EPIC NEWS
Celebrating 100 Years of Social Housing
We’re proud to have collaborated with Honeycomb Group, Brighter Futures, Stoke-on-Trent City Council, and Reels in Motion to produce a powerful commemorative film marking 100 years of social housing in Stoke-on-Trent. The film celebrates the city’s journey from the Addison Act of 1919 to today, blending archive footage, resident stories, and future aspirations. By joining forces, we honour the legacy of social housing while inspiring future progress in creating homes that truly transform lives.
Find out more and watch the film on our website here.
Community Voice
We held our latest Community Voice event last Wednesday 12 November between 6:30pm and 8:30pm, at Normacot Grange Community Centre in Meir.
We had our best turnout yet, with 14 tenants joining us to hear about the government’s ‘Strengthening Communities’ project in Stoke-onTrent and actions we’ll be taking following the results of our latest Tenant Satisfaction Measures survey.
There was also the opportunity for tenants to talk to CEO Tracey Johnson and Chair of the Board Simon Wilson about the things that matter to them, and of course the usual ‘chippy tea’!
These sessions are so important, as we get to hear first-hand what’s working well and maybe not quite so well from tenants, as well as sharing and networking together around things going on in the community for all to enjoy. It’s a great way to meet neighbours too! If you’d like to know more about the sessions or getting involved, please contact Mark Bourne at m.bourne@epichousing.co.uk
EPIC NEWS
National Literacy Trust Partnership
We are proud to be working with the National Literacy Trust in Stoke-on-Trent to help make reading more accessible and enjoyable for everyone in our communities.
We’ve launched several activities to support this, including a Community Bookshelf at our Bentilee office reception – packed with books for children and young adults.
We also supporting the Take 10 to Read campaign, encouraging children to take ten minutes out of their day to read and boost their wellbeing. On Mental Health Awareness Day [insert date], we placed books around our office for people to find and keep.
These activities have been led by our colleague Mel Allman, who is now a National Literacy Trust Champion. Mel is planning regular Storytelling Sessions, so make sure you're following us on Facebook – we’ll be sharing all the details there as soon as they’re available!
For more information about the Community Bookshelf or upcoming Storytelling Sessions, contact Mel at m.allman@epichousing.co.uk.
EPIC NEWS
New Allocations Policy Coming April 2026
EPIC will be introducing a new Allocations Policy from April 2026, designed to ensure our housing is allocated fairly, transparently, and in line with local needs. The updated policy reflects feedback from tenants and stakeholders and aims to improve how we prioritise applications and support those most in need.
Find out more here
Support During the Cost-of-Living Crisis
We know the cost of living is affecting a lot of people, especially as the colder months arrive. If you're struggling with rent, energy bills, or need financial advice, help is available. We've teamed up with specialist agencies to make support easy to find.
Read more here
Annual Tenant Survey 2025/26
Thank you to all tenants who took part in our Tenant Satisfaction Survey earlier this year. The survey, independently carried out by Acuity Research, asked for your views on your home and the services we provide.
We’re pleased to report that overall satisfaction has increased to 83%, up from 81% in 2024. Other highlights include:
85% of tenants feel they have a safe home.
85% are satisfied with the repairs they’ve received in the last 12 months.
85% feel they are treated fairly and with respect.
More details can be found on our website here
Tenants’ Annual Report
Our 2024-25 Tenants’ Annual Report is now available to view online here Inside you’ll find uplifting stories about our work in the community, as well as updates on how we’ve cared for your home, and continued to improve our services.
Your feedback is vital in shaping what we do next, so if there’s anything you’d like to see in future reports or ways we can do better, we’d love to hear from you. Please click here to contact us.
EPIC NEWS
Illegal money lending – We will help you make the call
We’re proud to announce that we are now an official Stop Loan Sharks access point, following our partnership with the England Illegal Money Lending Team (IMLT) earlier this year. This means our team is trained and ready to support anyone affected by illegal money lending. If you’re struggling, unsure where to turn, or don’t have access to a phone, computer, or a safe space – you can simply drop into our office, and we will help you make the call to get the support you need.
Visit our website to find out more.
EPIC’s Home Standard
Following the recent letter we sent out, we’d like to thank everyone who took part in our consultation on EPIC’s Home Standard. Your feedback has been incredibly valuable in helping us understand what matters most to you.
We will complete the full review of the Home Standard (current version here [please insert] once the new Kitchen and Bathroom contract is awarded next year. This will allow us to incorporate both your views and the outcomes of the procurement process, ensuring the updated standard delivers quality, value, and homes you can be proud of. We’ll also be aligning this work with proposed changes (yet to be announced) to the national Decent Homes Standard to make sure our approach meets both your expectations and new national requirements.
We’ll keep you informed as things progress and share details on how you can get involved in the next phase. Your continued input will be key to shaping the future of your home and our services.
Board of Trustees
We are delighted to announce the appointment of 3 new Board trustees.
Jemma Richards, Chris Elliott, and Danny Wyer will be joining the EPIC Board of Trustees from 1 April 2026, bringing with them a wealth of experience in social housing, both personal and professional. We’re really excited for them to join us, bringing fresh perspectives and new ideas that’ll help us improve how we provide services to our tenants.
Jemma is one of our Tenant Ambassadors and we are delighted that she will be joining the Board of Trustees. During the next few months, until 1 April 2026, all three new trustees will be observing board and committee meetings before their formal appointment takes effect.
Find out more about Jemma, Chris and Danny here.
EPIC NEWS
Compliments and Complaints
We received 17 compliments between April and September 2025. Compliments were made about our staff, our service as a housing provider and the service received by our contractors.
Thank you to everyone who took the time to contact us to tell us when we’d done something right – this really helps us to see what is working and use that to improve other services.
We recognise things don't always go right, if you wish to make a complaint, please use this form. We continue to work with tenants to resolve complaints in as positive way as possible.
Working Together to Strengthen Tenant Voice
EPIC has recently teamed up with TPAS (Tenant Participation & Advice Service) to explore how we can strengthen tenant involvement and ensure your feedback helps shape our services at every level, including our Board.
In early October, TPAS met with our Tenant Ambassador group, followed by sessions with our Executive Team and Board members. These conversations are helping us reflect on what’s working well and where we can improve.
TPAS will soon be providing us with a report and action plan, and we’re looking forward to sharing more with you soon – including new opportunities to get involved.
Christmas Closure
We will close for the Christmas break at 1pm on Wednesday 24 December 2025 and reopen at 9am on Monday 5 January 2026.
If you need to report an emergency repair during this time, please call 0800 6940434. If you need to make a rent payment, you can do so here. Otherwise, please email mailbox@epichousing.co.uk and we will get back to you in the new year.
COMMUNITY NEWS
Discovery Academy Winter Fayre – Saturday 6 December
We’re excited to be back at the Discovery Academy Winter Fayre this year!
Have a go at our mega tombola to see if you’re lucky enough to win a prize. From chocolates, toiletry sets, toys and much more – there are prizes to suit everyone.
All funds raised will go to our Charity of the Year, Bentilee Volunteers.
Wise groups top tips to save money on energy bills
Here are some small changes you can make at home that will lower your energy use and save you money.
In the kitchen
Use the right-sized pot or pan for the job – pots with lids are best. Pre-boil water in a kettle before adding to your pot.
Doing the washing
Spin clothes on the machine’s highest spin cycle to reduce time needed in the tumble dryer. Washing clothes on Eco or 30°C rather than higher temperatures could save you £15 per year.
Your doors
Put a curtain over your front door to help keep draughts out. Close all internal doors to help build up heat quicker.
In the bathroom
If you have a shower, using that instead of a bath should use less energy. Turn off taps while you brush your teeth, shave or wash your face.
Windows
Close your curtains at dusk to help keep the heat in.
Plugs and appliances
Avoid leaving your TV, games consoles and kitchen appliances like toasters and kettles, plugged in and switched on when you’re not using them. Don’t leave your phone plugged into charge all night long – it should only take a few hours to fully charge.
These tips were created by Wise Group, an organisation that offers free support towards managing your home energy costs effectively. You can find out more about their services here.
SEASONAL RECIPE – MINCE PIE COOKIES
As we get closer to December we wanted to share with you this recipe for these delicious chocolate chip cookies stuffed with mincemeat to make scrumptious mince pie cookies!
They may even convert the mince pie haters!
Ingredients
125 g unsalted butter/baking spread
100 g light brown sugar
75 g granulated sugar
1 medium egg
1 tsp vanilla
300 g plain flour
1 + 1/2 tsp baking powder
1/2 tsp bicarbonate of soda
1/2 tsp sea salt
300 g chocolate chips
10 heaped spoonfuls mincemeat
Method
1.Spoon 10 heaped spoonfuls of mincemeat onto a lined tray and freeze for a minimum of an hour. 4+ hours is best.
2.Preheat the oven to 180ºc fan, or 200ºc regular
3.Add the butter and sugars to a bowl and beat until creamy
4.Add in the egg and vanilla and beat again.
5.Add in the plain flour, baking powder, bicarbonate of soda, and salt and beat until a cookie dough is formed!
6 Add in the chocolate chips and beat until distributed well
7 Weigh your cookies out into ten cookie dough balls – they're about 90-100g each
8 Flatten each portion of cookie dough in your hand, add the mincemeat to the middle and wrap the cookie dough around tightly.
9.The longer the mincemeat has frozen, the easier this is. Make sure the cookie dough is quite flat so you have enough to wrap around the mincemeat without causing a mess.
10.Split the cookies between two large trays. Bake the cookies in the oven for 11-13 minutes.
11.Let the cookies cool on the trays for at least 30 minutes, as they will continue to bake whilst cooling!
Recipe credit: Janes Patisserie.
Do you have a recipe that you would like to share? Email it to us and it could be included in the next newsletter – marketing@epichousing.co.uk.
Save money on your online or instore Christmas shopping with the Housing Perks app.
Discounts are available on everything from everyday supermarket shops, DIY, and fashion to jewellery and experience days. Throughout 2024-25, tenants who signed up to the app saved a combined savings total of just over £2,800. If you aren’t already signed up to the Housing Perks app you can find out more here or contact our reception team on 01782 252575.
