Latest updates (April – June 2025)
Latest updates (April – June 2025)
Policy reviews
We’ve been reviewing several policies that help keep our communities safe and supported. Here’s what residents told us and what we’re doing.
Anti-social behaviour
In June, we asked residents to share their views on our Anti-Social Behaviour Policy. While just under half of residents said the policy was clear and easy to understand, you also told us a few key areas about how it could be improved.
You told us you’d like the policy to focus more on noise-related issues, be clearer about how quickly we respond to reports of ASB and provide reassurance that action will be taken when concerns are raised.
We’re now reviewing all feedback and using it to revise the policy which will be published soon on Settle Connect.
In the meantime, we’ve updated our ASB webpage with more information about the support we offer. We’re also working with the Voice of the Resident Panel to improve how residents can report ASB through My Settle Portal.This new ASB reporting tool includes clear categories, space to explain what happened and how it affected you, and options to upload photos or videos. Based on feedback from the panel, we’re making the form quicker to complete and adding a short video to help guide residents through the process.
Earlier in the year, we also introduced a new way of working in neighbourhoods that gives more focus to community safety. This means we’re out and about more, speaking with residents, and tackling more serious cases, including 159 high harm ASB cases in 2024/25, up 61% from the year before. Read more on our tenant satisfaction measures page.
Mutual Exchange
Between May and June, we asked for your thoughts on our Mutual Exchange Policy. This policy sets out our position for residents who would like to mutually exchange their home with another housing association resident, outlining our landlord responsibilities, the service we offer and how we’ll support and advise our residents during the mutual exchange process. Find out more about our mutual exchange process.
Most of you told us the language was clear and easy to understand. However, you also suggested that the policy could be made more straightforward overall. You said simpler explanations of key terms would be helpful and that the policy should better reflect real-life situations faced by residents during the exchange process.
We’re currently reviewing all your comments and revising the policy to reflect this feedback. The updated policy will be shared soon.
Safeguarding
All Settle colleagues, including contractors and Board members, have a responsibility to adults at risk of abuse and for the safety and welfare of children living in our homes who may be at risk.
We opened the Safeguarding Policy for feedback in May and June.
This policy sets out Settle’s responsibilities to safeguarding adults and children to ensure all colleagues and residents are clear on our moral and legal obligations.
Most residents told us the policy was clear, but you also shared useful suggestions for improvement. You said you’d like more information on how we respond to safeguarding concerns, easier access to support and contact details, and a more straightforward approach to language.
We’re now revising the policy to make sure it reflects your priorities and expectations. A clearer, updated version will be published soon on our website.
Pest control
In June, we collected feedback on our Pest Control Policy. This policy sets out Settle’s responsibilities and expectations, in accordance with our service standards, the terms of tenancy agreements and relevant legislation.
A large majority of residents said the policy was clear and easy to understand. However, some of you asked for more detail about which pest issues fall under Settle’s responsibility.
Dealing with pests (such as rats, pigeons, wasps, ants), unless in a communal area is the resident’s responsibility. See our website for information about infestations in a communal or shared area.
We’re currently revising the policy to provide that clarity. The updated version will be published shortly and will clearly set out responsibilities for both Settle and residents.
Hate crime
Our new Hate Crime Policy was shared with residents for feedback in June. This policy shows our commitment to the Regulator of Social Housing’s Neighbourhood and Community Standard, which states that “Registered providers must work in partnership with appropriate local authority departments, the police and other relevant organisations to deter and tackle anti-social behaviour (ASB) and hate incidents in the neighbourhoods where they provide social housing.”
While responses were limited, half of residents who took part said they found the language unclear. You told us you’d like a clearer definition of what we mean by hate crime and to see a stronger commitment from Settle to tackling hate incidents.
In response, we’ve developed a standalone policy that sets out our approach and responsibilities more clearly and reflects our commitment to creating safer, more inclusive communities. The policy is now under final review and will be published soon.
Big Door Knocks and Neighbourhood Action Weeks
Westmill
In the last two weeks of June, we hosted a number of events in the Westmill neighbourhood in Hitchin as part of our Neighbourhood Action Weeks. The events focused on five key areas that residents have told us previously matter most to them.
They support the development of the Westmill Neighbourhood Plan and help us prioritise our resources to shape how we improve and develop our services. Learning from the events and our Big Door Knock in Westmill can be found in our news story.
Jackmans
In response to resident feedback from Neighbourhood Action Weeks and Big Door Knock visits in autumn 2024, we hosted a community safety event in early April, alongside partners from North Herts Police and North Herts Council.
During the visit, residents voiced concerns about safety and anti-social behaviour, which we addressed through immediate action and support.
Behaviour, which we addressed through immediate action and support. We invited residents to stay involved through the Jackmans Neighbourhood Plan, where you can view ongoing actions and help shape future improvements to make Jackmans a safer, more welcoming place to live.
My Settle Portal
We’ve worked with the Voice of the Resident Panel to refresh your online account experience with a new look, enhanced features, and a new name.
Whether you’re reporting a repair or checking your balance, My Settle Portal is the free, safe and secure way to manage your home, anytime, anywhere. More information on the changes made and what you can use My Settle Portal for can be found in our new story Manage your home with My Settle Portal.
We’re working on adding new functionality all of the time, including raising a complaint and reporting ASB. You can find out more about what we’re doing to improve the portal’s reliability, ease of use, and inclusivity in our Digital Ease and Accessibility improvement plan on Settle Connect.
British Sign Language service with SignLive
In May, we launched a new British Sign Language (BSL) service in partnership with SignLive, making it easier for deaf residents to contact us.
This free service lets you speak to us through a video interpreter using your mobile, tablet or computer. The interpreter will appear on your screen and help you have a conversation with us in real time.
We set up this service following a suggestion from a deaf resident, as part of our ongoing commitment to inclusion and our values. You can find out how to register for SignLive here.
Repairs service update
In response to feedback about communication and timescales of repairs, we’ve reviewed the details of all types of repairs to make it clearer what you can expect from us.
We’ve now published an updated version of our repairs and maintenance standard which sets out emergency repairs, routine repairs and planned responsive repairs.
The standard also explains which works are completed as part of longer-term programme works, and which repairs are the responsibility of residents. All new repairs are now booked in line with this updated standard.
Complaints and query handling
Building on the previous updates on the progress with our Complaints and Query Handling improvement plan, residents told us you’d like clearer information on who to contact for different services and how to reach them.
We’ve been acting on this feedback and we’re introducing a checkbox list to help categorise complaints for residents, so if an issue isn’t a formal complaint, we can guide you to the right place with the most up-to-date information. We’re also working with our digital team to improve our complaints webpages and reporting forms, adding more specific questions to make it easier for you to report an issue and helping us resolve queries more quickly.
In the Contact Hub, we’ve reviewed how we handle enquiries from the first point of contact to ensure issues are owned and resolved quickly. We’re focusing on a ‘Right First Time’ approach, increasing quality checks, and providing additional training so colleagues can make more decisions without needing to pass issues on. The Hub met its targets for calls answered and response times last year and is on track again this quarter.
We’ve also refreshed the short survey we sometimes send after a call to make it easier for you to share feedback. These quick surveys help us understand what’s working well, where we can improve, and give us the chance to celebrate colleagues who’ve provided great service.
You can read the full improvement plan, including all feedback and recommendations here.
Tell Us What You Think Hub
We’ve refreshed the Get involved section on Settle Connect, based on what residents told us. Some of you said the original name and wording made it feel like you needed to commit a lot of time or take on a big role to share your views.
To make things clearer and more welcoming, we’ve updated the section name to Tell Us What You Think and changed the button text to show that even taking a quick survey makes a difference. The hub now brings together all our live projects in one place, making it easier for you to share your views and help shape our services.
Since these changes, we’ve seen more residents getting involved across all projects. Visit the Tell Us What You Think hub on Settle Connect to have your say.
Service Styles
Earlier this year, we worked with nearly 90 residents and over 200 colleagues to co-create Service Styles – five commitments that set out what you can expect from every interaction with Settle.
You told us you want services that are warm, respectful and reliable, with clear communication and action when it’s needed. In response, we’ve developed five Service Styles focused on ownership, proactive problem-solving, great communication, professionalism, and knowing residents.
Colleagues across Settle are now completing training and pledging how they’ll bring these Service Styles to life in their day-to-day work. You’ll start to see these changes in how we communicate, resolve issues, and support residents.
Read more about Service Styles and see real examples in action on Settle Connect.