Introduction from Peter Baffoe
We’re committed to making sure your voice truly makes a difference. In this report, we’ve shared how your input has shaped Peabody, both locally and strategically, and shared stories from residents we’ve worked with in 2023-24.
I’ve been a Peabody Resident Board Member since 2018, with a focus on keeping our homes safe, secure, and well-maintained, while delivering quality services. My own journey with Peabody started at a resident event that sparked my passion for getting involved. Now, as Chair of the Resident Experience Committee, I’ve seen how powerful it is when residents come together to shape the services we rely on.
This year, we’ve made real changes with your input. We created a Co-design Action Group, set up a new complaints panel, and spoke with over 5,000 residents to hear what matters to you. We’ve also renamed our Contact Centre and adjusted its hours, all based on your feedback.
Thank you for your continued support. Together, we’re making real change. If you’d like to get involved or share your thoughts, we’d love to hear from you. Peter
Peter Baffoe Chair, Resident Experience Committee
22
listening events 4 resident meetings 53 focus groups (33 online, 26 in-person) 59 projects on our online platform, The Garden 18 meetings with our resident action groups
We held 86 in-person and online events to make it easier for you to join in
What this means for you
• More ways to get involved: We off ered diff erent options to fi t your schedule.
• Easy online access: 6,200 of you visited The Garden 8,200 times to share your thoughts from home.
• Detailed talks: Our focus groups looked at specifi c issues in detail.
• Real impact: Your ideas in our action groups are shaping our decisions.
How your feedback is making a difference:
• Taking care of your homes: We’re spending £1 million every day on improving and maintaining our homes.
• Handling complaints: We’ve grown our team to sort out problems faster.
• Local focus: We’re making plans for each area based on what you’ve told us matters.
• Keeping you safe: We’re rolling out new safety plans with your input.
Tenant Satisfaction Measures
The results from our 2023-24 Tenant Satisfaction Measures (TSMs) have given us valuable insights. With overall satisfaction at 52.4%, we know there’s signifi cant work ahead. We’ve heard your concerns, particularly regarding repairs, home maintenance, and complaints handling. We’re taking your feedback seriously and are committed to making improvements based on what matters to you.
We’re investing heavily in your homes - around £1 million each day, totalling about £2 billion over the next fi ve years. We’re also working on delivering better, more responsive services that refl ect local needs.
What’s next?:
• We’ll let you know how we’re using your feedback.
• Look out for more opportunities to get involved.
• Visit The Garden to see what’s new and share your thoughts with us online.
Getting Involved with Peabody
Our purpose is to ‘Help people fl ourish’. We want to make sure your voice is heard and acted upon. There are plenty of ways to get involved and make an impact at all levels of our organisation.
We follow guidelines from the Regulator of Social Housing. The Transparency, Infl uence and Accountability Standard, requires us to:
• Provide meaningful ways for you to infl uence decisions
• Support residents who want to take the lead
• Ensure everyone has access to opportunities • Tailor our engagement to fi t local needs
Building Trust Together
Resident engagement is about building trust and working together as equal partners. We’re committed to showing how your involvement makes a diff erence.
How you can get involved
You can take part by:
• Joining a strategic panel to help shape our services
• Starting a Tenant & Residents’ Association (TRA)
• Taking part in focus groups
• Sharing your thoughts through surveys
• Getting involved in consultations
Getting involved is easy and can fi t your schedule. Whether you want to engage with us at a higher level or connect with your local community, there’s something for everyone. We off er grants to support resident groups and TRAs, along with training to help you grow your skills. And we promise to keep you updated on how your feedback leads to real change.
This report is just the beginning of our journey together, showing how your contributions have made a diff erence in 2023/24.
Anna de Souza Head of Resident Engagement
Working with you
Strategic Engagement
Co-design action group
What did we do?
A new group of seven residents helped us redesign resident engagement at Peabody by bringing their perspectives and ideas to the table.
Outcome:
The group developed a report with five key recommendations and created a charter with ten commitments to improve the way we engage with residents.
We’re tracking progress of the five co-design action group recommendations by sharing quarterly updates with the Resident Experience Committee, who report to the Board. We have updated residents through our website and The Garden, our resident engagement platform.
Next steps:
We’ve set up a new Resident-Led Panel (RLP) to oversee engagement. In their first year, the panel will create sub groups focused on homeownership, communications, and scrutiny, with the aim of embedding a culture of resident engagement throughout Peabody.
Resident sounding board
What did we do?
Five residents joined an informal board to share their experiences directly with the Chief Executive. They discussed various issues, including social housing stigma, sustainability, and local concerns, through estate visits and meetings.
Outcome:
The pilot was a success, providing valuable insights that informed leadership discussions.
Next steps:
The next cohort of the Sounding Board started in summer 2024. The group focused on themed discussions based on resident feedback. The sessions were led by key team members who will use residents’ insights to improve their services.
Complaints Co-Design & Focus Group
What did we do?
Seven residents took part in a focus group to discuss our response to the Housing Ombudsman’s investigation from November 2023. They looked at how we handle complaints and the steps we took based on the Ombudsman’s findings, focusing on ways to improve our complaints process.
Outcome:
The panel’s suggestions were given to the complaints team for review. Independent consultants then presented their recommendations to the Board for approval.
Next steps:
We’re working with the Resident-Led Panel and a dedicated complaints panel to review 33 recommendations. They will track the progress and make sure these are put into action.
“
It was great meeting with residents on the Sounding Board. They spoke about wanting more Peabody colleagues out and about in their communities, keeping residents updated about the progress of repairs and the need for local updates. We’re listening and focused on making these changes to improve our services.
Ian McDermott, CEO
Governance structure review
What did we do?
We held a focus group with five residents and independent consultants to explore their experiences and understanding of our governance structure and how it could be improved.
Outcome:
The independent consultants put together a report with our findings and recommendations to increase resident influence and presented it to our Board.
Next steps:
Our Governance team and Resident-Led Panel are working together on these recommendations to improve our governance structure.
Recruiting our new Chair of the Board
What did we do?
Four residents interviewed candidates for Peabody’s new Chair, providing their input and asking why each candidate felt they were the right fi t for the role.
Outcome:
Their feedback was used to shape the fi nal interview questions.
Next steps:
We plan to involve residents in future leadership recruitment processes.
Regional events
What did we do?
We hosted four regional events where residents got to meet their local teams and talk about what really matters to them. We made sure to include residents who don’t usually get involved, giving them a chance to share their experiences and connect with the people working in their communities.
Outcome:
Thank you to everyone who came along to our events. We were pleased to speak with around 300 residents in total and received lots of useful feedback. You told us how visible you feel your local teams are, and how we’re doing when it comes to the services we provide.
We’ve been working hard since these events to agree how to address all the feedback we received. Here’s a summary of what you told us, and what we’re doing diff erently now.
What you told us:
• Reporting issues can be frustratingsometimes the problems don’t get fi xed, there are long waits on calls, and a lack of updates.
• We need to be better at keeping appointments and following up on repair work.
• You want to know who your local contacts are and when they’ll be in your area.
• Issues like anti-social behaviour, fl y-tipping and dangerous driving are aff ecting some of your communities.
• You want easier ways to provide feedback on our estate services.
What we’re doing:
• Introduced ‘My Peabody’, which is a quick and easy way to report repairs updating your details and view statements online.
• Provided new tech for our teams to report and track issues while out and about.
• Set up local surgeries for you to speak with your Neighbourhood Manager.
• Following up individually on the concerns you raised about anti-social behaviour.
• Our Estate teams are joining Neighbourhood Managers on walkabouts to talk about our services.
Next steps:
We’re using the insights from these events to plan four more regional engagement events across diff erent locations in 2024-25.
Working together to improve our Contact Centre
What you told us:
We held several focus groups with about 30 residents to gather their thoughts on their experiences with our contact centre and what changes they wanted to see.
Outcome:
We made changes based on your feedback, including adjusted hours, and updates to our phone system.
Feedback:
We fed back to participants and residents by email and through our community of residents who get involved, Peabody Voice.
Next steps:
We are rolling out a new phone system and will monitor performance to see how this improves your experience through our Tenant Satisfaction Measure scores (TSMs).
Building safety pilot
What did we do?
We surveyed 500 residents in 12 high-rise buildings to get their feedback on our Building Safety Resident Engagement Strategy, which is required for these buildings. We wanted to fi nd out how often residents want updates on safety issues and what would make them feel safer at home.
Outcome:
The pilot was a success, showing that residents prefer talking to a trusted colleague. We’ve now expanded it to 10,000 homes in 258 high-rise buildings. Our Building Safety Engagement Strategies include information about the Building Safety Manager, key contacts during repairs, communication schedules, and how we’ll keep information timely and easy to understand.
Feedback:
Resident feedback from the pilot was positive, with most feeling confi dent about their building’s fi re safety. Many enjoyed co-creating the engagement strategy online, and we found that personal communication boosts engagement. We shared the Building Safety Resident Engagement strategies with residents in the initial 12 buildings and are now rolling them out to the others.
Next steps:
We’ll complete all 258 strategies by September 2024 and set up a rolling consultation programme to consult residents at least every two years.
Resident procurement panel
What did we do?
We worked with a group of residents to score four quality questions in choosing new repairs contractors. Using The Garden, we shared documents and collected their feedback. We also held an online session to agree on a score for each supplier.
Outcome:
Residents preferred contractors who off ered strong engagement and personalised services. Bids that promised not to use subcontractors also scored well. We made our fi nal contractor choices based on resident feedback, which was key to the decision.
Next steps:
New contractors will be in place by Autumn 2024.
Improving our estate services
What did we do?
Working across a range of neighbourhoods means we have diff erent priorities, and a big one was improving the cleaning and gardening services of our communal areas. Many of you told us that the contractors we hired were not doing a good job, so we took action to fi x this.
Outcome:
After some careful planning, we decided to deliver the cleaning and gardening services through our in-house teams.
This is a major achievement and we’re already seeing improvements with better performance, accountability, and a stronger sense of responsibility.
Working with you Local Engagement
There are plenty of ways to get involved, and starting or joining a resident group or Tenant and Resident Association (TRA) is a great way to address local issues. We have over 70 resident groups and recognised TRAs. We off er a £300 start-up grant and a yearly £300 grant to TRAs that become offi cially recognised and have a committee, constitution, and bank account.
Read the guide on our website to fi nd out more. For advice, email us at get.involved@peabody.org.uk to get your group offi cially recognised and access extra support.
“
Thank you for your support in helping me get involved with the Parkside Residents Collective. Your guidance and encouragement mean a lot to me. I look forward to attending the monthly meetings and contributing to our community”
Manafay Abdullahi
“
Forming a Resident’s Association has brought us together positively. We’ve tackled problems collaboratively and started a communal vegetable patch. Our voices are now louder and stronger in addressing concerns with Peabody”
Mural House Tenant & Resident Association
Old Oak, Hammersmith
What did we do?
We helped a resident start a new Tenant and Resident Association (TRA) on the Old Oak estate to improve communication between residents and Peabody, and to build a stronger sense of community, especially for those who feel isolated.
Impact:
We kept residents informed through letters, newsletters, and posters, while improving our communication methods. We hosted community fun days for residents to meet their local teams, created planning meeting guides, and now hold regular surgeries to address local issues.
East Forum
What did we do?
We held quarterly meetings with TRA Chairs to discuss local concerns and share updates. These forums help TRAs connect and work together on common issues.
Impact:
The East Forum talked about repair issues like long wait times and jobs being closed too soon. Community safety was another big topic, with training for Neighbourhood Managers on low-level anti-social behaviour and discussions about noise and disrepair in shared areas. The forum also advocated for vulnerable residents and suggested better ways for Neighbourhood Managers to communicate. We share updates through meeting minutes.
Next steps:
We’re developing three new regional forums to represent residents across our neighbourhoods by 2024-25.
Cumberland Market, Camden
What did we do?
We held an open resident meeting to reconnect with the TRA and introduce residents to their local teams.
Impact:
We’re hosting regular resident meetings and launching local repair surgeries to better address communal repairs, all based on resident feedback. Meetings are promoted through letters and emails.
Peabody Hill, Lambeth
What did we do?
We organised a listening event at a local community centre to address anti-social behaviour and introduce our new neighbourhood team.
Feedback:
Emails to residents with answers to your questions.
Impact:
We improved our hire agreements for community centres and addressed local after the event.
Tannoy Square, Lambeth
What did we do?
We listened to residents’ concerns during conversations and site visits, and we helped set up a new TRA.
We communicated necessary repairs and improvements. We also provided a grant to help set up the TRA.
Impact:
As a result, we have maintained an open dialogue with residents and planned future community events to continue fostering a strong community connection.
Mural House, Southwark
Residents at Mural House were concerned about the lack of communication and response to complaints. We worked with them to address their concerns and make a plan to deal with them. Residents now have direct access to key staff and can arrange meetings themselves. We also gave them money to set up an independent residents group and supported them to start community initiatives such as an allotment.
“Forming a Resident’s Association has brought everyone in our block together in a really positive way. We’ve been able to get to know one another better through the RA meetings and socials, and it’s enabled us to work collaboratively to tackle problems. We’ve used the start-up grant to begin work on a communal vegetable patch, and we have a louder and stronger voice to address concerns and issues we have with Peabody.”
Mural House Tenant & Resident Association
Why not get involved?
Join a community of fellow residents and get involved how and when it suits you.
What’s in it for you?
Have Your Say: Tell us how you feel about the services in your area and share your ideas on what could improve. Join Peabody Voice to stay updated on discussions and workshops that focus on the topics you care about.
Get Involved online: Use The Garden, our easy-to-use online platform, to share feedback from home. Complete quick surveys, join discussions, or suggest ideas at a time that works for you. Sign up here: https://thegarden.peabody.org.uk
Make a difference: Help shape how we handle complaints and communicate with residents by joining a strategic panel. Join our Scrutiny Bank to gain new skills while reviewing our projects. Get involved, share your views, and see the diff erence your input makes.
Join our events: Get to know your local teams and fellow residents at community events, where you can discuss what matters to you. Our diversity events ensure that everyone in the community has a voice.
To find out more, contact us at get.involved@peabody.org.uk
Tel: 0300 123 3456
peabody.org.uk