You said, we did: How resident feedback has shaped our work

Over the past nine months, hundreds of you have shared your views on our policies, services, safety guidance and communications. Your feedback has directly influenced the changes we’ve made. Here’s how resident voices have made a difference.

Resident Voice Strategy

You said: the document was long and sometimes unclear.
We did: used clearer language, reduced jargon, celebrated success, added honesty about where feedback can’t lead to change, improved information on local involvement, strengthened guidance on Tenants’ and Residents’ Associations, and added diagrams and images to improve flow.

Responding to diverse needs policy

You said: avoid jargon and make it more accessible.
We did: checked for plain English and added wording about support for residents with literacy needs.

Building safety resident engagement strategy

You said: it needed to be easier to understand and shorter.
We did: simplified the layout and reduced the length by half.

Recharges policy

You said: a complaint identified an issue with incorrect recharging.
We did: we reviewed the policy to prevent this particular issue happening again.

Complaints Handling Code – annual review

You said: the review was too long and difficult to follow.
We did: reduced it by 30%, made the wording clearer and added charts. We also included a “You said, we did” section to improve transparency.

Arrears, possession and eviction information

You said: residents were generally happy with the content but suggested we include additional information about specialist support.
We did: looking at the resident suggestions to include additional information.

Resident Voice Panel leaflet

You said: the layout and content needed improving.
We did: redesigned the leaflet so it’s clearer and more welcoming for new residents.

Government consultations

When national policy changes could affect residents, we share them with involved residents. Feedback influenced most parts of our official response to the Leasehold Reform Act 2024, especially around clarity, fairness, transparency, qualifications and communication preferences.

Thank you

Every comment, suggestion and challenge helps us improve. If you’d like to be part of future conversations and decisions, please contact [email protected] or speak to your location manager. Your voice helps make Anchor better for everyone.