How your feedback is helping shape our services
Residents help shape the services we provide and the decisions we make. By listening to what you tell us and working together, we can focus on what matters most and make real improvements to homes, neighbourhoods and communities.
We gather feedback in lots of ways – through surveys, events, compliments and complaints, our online platform Settle Connect, and by working directly with residents to help us understand what matters most, and how we can improve our services.
During National Involvement Week 2025, we celebrated the many ways residents’ voices have made a difference over the last year. You can read more in our National Involvement Week 2025 news story.
Voice of the Resident Panel
One of the ways residents help shape change is through our Voice of the Resident Panel. Made up of residents, including a resident Chair and Vice Chair, the panel members share their experiences and ideas, help shape decisions, hold us to account, and improve homes and neighbourhoods. You can read more about the panel on Settle Connect.
How the Voice of the Resident Panel has made a difference
Since its launch in March 2023, the panel’s work has led to clear, practical improvements for residents.
By reviewing plans and policies, questioning how changes will work in practice, challenging decisions, and helping co-design services, panel members ensure that resident views are considered early and consistently throughout our work. This means changes are based on real experiences, better reflect residents’ needs and priorities, and help us stay focused on continuous improvement.
Annette, Chair of the panel, shares what being involved means to her:
Because I’ve seen it from the beginning, it’s like watching something small grow stronger each time we meet… From shaping policies to introducing initiatives that improve living conditions, I’m proud of the real improvements we’ve achieved together.
Between April 2024 and September 2025, the panel helped make improvements for residents by:
- Making information easier to understand – reviewing policies, reports, and rent messages so residents can easily see what matters to them.
- Making it easier to report issues – improving the online reporting tools for repairs, complaints, and ASB so reporting is simple, clear, and supportive.
- Helping shape services and decisions – influencing policies, toolkits, and consultations to make services fair, clear, and focused on residents’ needs.
To celebrate these achievements, we’ve created a short video highlighting the impact the Voice of the Resident Panel has had over the past 18 months.
Watch the video below:
Looking ahead
In October 2025, the voice of the resident became even more important as Settle and Paradigm came together as part of the merger.
During this time, the Voice of the Resident Panel played an important role in shaping resident consultation, supporting clear and open communication, and making sure feedback was shared with Boards and residents.
As the new organisation moves forward, the Voice of the Resident Panel is working alongside Paradigm Housing Group’s Customer Voice Panel to form the SettleParadigm Joint Steering Group.
The group will run until the end of March 2025 and is being co-designed by existing panel members. Members are spending this time getting to know one another, understanding how each panel works, and bringing together the strongest parts of both approaches to help shape how residents will be involved in the future. Building on the achievements of both panels, the Joint Steering Group will help ensure resident voices remain central as the organisation grows.
After this period, decisions will be made about what the group will look like going forward and how residents will continue to be involved.
As Paradigm prepares to welcome new residents following the acquisition of L&Q homes at the end of January 2025, the Joint Resident Steering Group will also help ensure voices from across all communities are heard and reflected.
Have your say
While recruitment to the Joint Resident Steering Group is currently paused while this work is underway, there are still lots of ways to get involved and share your views. Visit our Get Involved web page to find out more.
We’re currently recruiting for our resident-led Green Panel. The panel meets around six times a year and works on a range of green and sustainable projects, supporting residents live more sustainably. If this sounds like something you’d enjoy, register your interest by 19th January.
