Listening and acting on feedback from residents

We would like to be more involved in supporting the delivery of Anchor’s environmental objectives.

The REF has produced a number of easy to understand guides, including information on Net Zero and The Hungry Gap.

Summer 2025

The REF have helped improve retrofit communications by reviewing and refining educational materials.

Summer 2025

Residents have shaped Anchor's new biodiversity strategy through a survey, with creative ideas coming from the REF.

Summer 2025

We introduced a new Residents’ Environmental Forum (REF). The group fed into the Environmental sustainability and Net Zero Carbon strategy before it was finalized and will continue to comment and question its implementation across the business.

Spring 2025

We are concerned about fire alarm reset response times. (Raised by Property, Safety and Quality group members)

The process has been revised, resulting in a new two-hour service level agreement to reduce resident disruption.

Summer 2025

We want to be involved in decisions around our homes.

Property, Safety and Quality group members were invited to contribute feedback to Anchor’s response to the government’s Decent Home Standard Consultation consultation, directly influencing policy.

Summer 2025

We are concerned about a number of issues and want to make sure they are heard about at the highest level.

Residents’ Council members were invited to a session with the Interim Chief Executive and Executive Director - Business Services to talk about items of concern to residents, including the role of location managers and the new Repairs and Planned works contracts. Numerous suggestions were made and actions taken away.

Summer 2025

Homeowners were unhappy that they could not opt out of the new regional Repairs and Planned works contracts.

We are piloting a different approach across 62 locations, which will use local contractors and at the end of the pilot, the prices paid will be compared with the regional contractors to inform the decision on the way forward.

Spring 2025

We would like to see more information about damp and mould cases and what Anchor is doing to put things right.

A section on damp and mould has been added to both the Residents’ Council and the Property, Safety and Quality Group performance dashboard. It includes an overview of all cases by category and explains what action is being taken.

Spring 2025

We would like to be more involved in the standard materials and equipment used in bathrooms and kitchens.

Residents are now involved in reviewing documents that set these standards. The Residents’ Communications and Property, Safety and Quality Groups are working on a new Frequently Asked Questions document for kitchen installations, with one for bathrooms to follow.

Spring 2025

Make the regular newsletter and Life magazine more relevant to residents.

Residents were consulted on the proposed format of a new Home Ownership newsletter, and will be be regularly asked for content ideas.

Summer 2025

Home Ownership Forum members raised concerns about the complexity and distribution of Quarterly Transaction Reports.

All active Anchor Residents’ Associations were contacted to see if they regularly receive the publication. A review of the process is underway to ensure reports are sent automatically to all recognised Residents’ Associations and are easier to understand.

Summer 2025

Home Ownership Forum members asked for a clearer breakdowns of service charges so leaseholders can see exactly what they’re paying for and communication improvements.

A plain English summary of the lease extension process and costs has now been created and can be shared with all home owners.

Summer 2025

We want a stronger resident voice in newsletters and Life magazine.

Suggestions from the Residents’ Communications group have helped ensure communications reflect the interests and needs of residents, celebrate achievements, and encourage wider involvement across Anchor.

Summer 2025

Make sure letters and general communication are written in plain language, are accessible, and easy to understand.

The literature we send to all residents is reviewed by our Residents’ Communications Group. Following feedback, we added a covering page to a key document about Anchor's Repairs and Asset Investment Programme for residents, explaining its purpose in plain English.

Spring 2025

Make the regular newsletter and Life magazine more relevant to residents.

At each Residents’ Communications Group meeting, members share suggestions for both. Their ideas are incorporated into future editions.

Spring 2025

We want to be involved in important strategies affecting our homes.

Residents have been offered the opportunity to review Anchor's Building Safety Strategy draft. So many took up the opportunity that 2 extra sessions were needed.

Autumn 2025

We want a say in how important documents are worded

Sessions have been held with residents to review key financial documents that are sent to all residents, including letters about budgets, year end and service charges.

Summer 2025

The complaints process could be improved.

Members of the Residents' Complaints Group participated in the annual review of the Complaints Handling Code. They have also started to review closed Stage 1 complaints. Their feedback will help shape and improve the process going forward.

Summer 2025

We want residents to be able to scrutinise Anchor's services.

Recently, the Residents’ Scrutiny Panel has undertaken reviews on communication, anti social behaviour, electric vehicle charging points and guest rooms. Reports are being written on each by the Panel, including their recommendations. They will then be presented to senior management and the recommendations added to the action tracker, which is monitored by the Director of Risk Assurance and his team.

Summer 2025

We want to be involved in important strategies affecting our homes.

The Residents' Inclusion Forum have helped shape Anchor’s Diversity and Inclusion Policy and strategy.

Summer 2025

Strengthen the relationship between Anchor’s Board and residents.

In July, the Residents’ Council met with the Board. This will now be a regular occurrence, and Board members will be invited to meetings of the eight formal resident groups.

Summer 2025

We want to be involved in choosing new contractors.

Residents have worked with the Procurement team to help find new contractors for electrical testing, fire risk assessment remedial works and water / water management.

Summer 2025

Homeowners said they were concerned about rising insurance premiums and lack of negotiation.

Residents are working with Anchor's Insurance Manager and Procurement team to help find a new insurer.

Summer 2025

We want to meet the potential contractors taking over the repairs and planned investment service.

Residents were invited to ‘meet the contractor’ sessions, where they could hear about the contractors’ approach and ask questions.

Spring 2025

Have residents been involved in the procurement of the regional repairs and planned works contractors?

Residents have been involved at every stage of the process. A summary of this involvement is available.

Spring 2025

We would like to know more about Anchor’s Board and the work it does.

Information about Board members’ visits to locations is now included in the Resident Involvement and Wellbeing Report. This report is circulated to all formal resident groups before their meetings.

Spring 2025

Residents' Council members want better oversight of any serious incidents and safeguarding issues.

This information has been added to the regular information provided to the Council.

Summer 2025

We are concerned about the increase in scams and how it could affect residents.

An article on scams will be included in the next edition of Life magazine. The scams information on our Be Skilled platform has also been expanded.

Spring 2025

We are concerned about the number of mobility scooters at locations and where they will be stored.

The Residents’ Scrutiny Panel reviewed this issue, with their findings and recommendations submitted to the Housing Services Committee. The Head of Health and Safety is now reviewing the policy.

Spring 2025

We would like a celebration of residents' achievements around the country.

The annual Loving Later Life awards received a large volume of nominations with winners chosen by a panel of residents. Amanda Holgate, Anchor's Interim Chief Executive, presented the awards at an online celebration on 29 September, which has been published online.

Summer 2025

We would like more opportunities for mindful exercise as part of the Be Well service.

We introduced a Tai Chi Be Active class, funded by a successful Sport England funding application.

Spring 2025

The virtual coffee morning should take place later in the day.

We held a series of virtual Coffee Afternoons as well as Coffee Mornings to make it easier for residents to connect socially.

Spring 2025

We need more mental health and suicide prevention resources on Be Skilled.

Following feedback from the Residents’ Communications Group, we introduced new topics covering mental health support and suicide prevention awareness.

Spring 2025