Voice of the Resident Panel meeting update – July 2025
The Voice of the Resident Panel met in July to share ideas and provide feedback that helps to shape and improve Settle’s services. The panel is made up of residents from across the neighbourhoods in which we work, and they meet regularly to review progress, discuss key topics, and make sure residents’ views are heard and acted on.
Partnership consultation update
The panel reflected on the recent resident consultation around the proposed partnership between Settle and Paradigm, which closed on 8 June. With nearly 1,900 Settle residents sharing their views, panel members welcomed the high level of engagement. They also shared their reflections on the consultation and the importance of ensuring residents’ voices continue to shape next steps.
Complaints and query handling
The panel received an update on Settle’s complaints and query handling action plan. Key themes from resident feedback included the need to improve communication and case tracking, provide quicker resolutions, and ensure staff show empathy and understanding.
At the time of the meeting, actions completed so far included:
- Updates to FAQs on the website based on common queries
- Quality assurance call checks led by our Quality Assurance Partner
- Online complaints tracking in development
- All Settle colleagues completing Service Styles training
- Clearer information on the website about how to make a complaint.
Panel members welcomed the progress and requested a walk-through of the reporting process to assess ease of use. The Customer Resolution Manager will join a future meeting to hear feedback directly and answer questions. Members will have the opportunity to review Settle’s draft Complaints Performance Report for 2024–25 before it is finalised.
Anti-social behaviour (ASB) reporting tool
The panel heard about improvements made to the new online ASB reporting tool on My Settle Portal following their feedback from previous meetings. Updates include clearer wording, the option to report on behalf of someone else, and more sensitive wording around questions on alleged perpetrators and police involvement. A new category for domestic abuse has also been added.
Panel members noted the tool is now much more user-friendly. They suggested some final refinements before launch, including clearer messaging around emergencies and reviewing the use of “prefer not to say” on yes/no questions.
The tool is due to go live in September with usage data to be reviewed in future meetings.
Vice Chair recruitment
Expressions of interest are open for the role of Vice Chair, to support Annette, the VoR Chair, and make sure residents’ voices continue to guide the panel. Panel members were asked to put themselves forward by email to the Head of People and Resident Experience by the end of July.
Looking ahead
The panel discussed the focus areas for the year ahead. Agreed priorities include:
- Efficient and timely repairs
- Clean and green neighbourhoods
- Community in rural areas
- In-person engagement with residents.
The panel will continue to review Settle’s five key service areas for improvement, working with residents to shape future changes. The next meeting in August will focus on the Complaints and Query Handling Improvement Plan and on testing and scrutinising the new complaints reporting tool on My Settle Portal.
