Previous service updates and improvements (April – December 2024)
Previous service updates and improvements (April – December 2024)
Settle Connect
In 2024 we launched Settle Connect, our online community available to all residents to engage, feedback and interact with Settle on many different areas.
We provide monthly updates to residents signed up to Settle Connect on actions we are taking in response to feedback and upcoming projects. Sign up to Settle Connect here – Settle Connect
Policy reviews
Our policies influence the way we work at Settle and decisions we make. During 2024 we shared several policies for review by Settle residents, including on Settle Connect. Policies we secured feedback on during 2024 include those for Service Charges, Neighbourhood/ Housing Management, Vulnerable Residents. See our latest policies at Our policies – Settle
Recruiting residents to the Operations Committee of our Board
Reinforcing our commitment to strengthening resident influence over our work and being a responsible social business. Read more in our news story – Strengthening resident voice – new members join Settle’s Operations Committee – Settle
Annual Report for Residents 2023/24
We published our annual review for residents, looking back on the services we delivered during 2023/24 and improvements we are making based on residents’ feedback.
This draws together in one report several areas of improvements we are making including to repairs, neighbourhoods and communal areas, through to our handling of Anti-social behaviour. You can see the report here – Annual report for residents – 2023/24
Annual complaints performance and service improvement report for 2023/24
We published this report as required for the first time at the end of June 2024. The Report details the improvements we are making following feedback from complaints, including around repairs; our handling of damp and mould; communication – keeping residents updated in a timely way; quality of the work we deliver; and our overall handling of complaints. You can see the full report, details on the improvements we are making and other updates including our complaint handling self-assessment for 2023-24 here –Complaints performance
Tenant Satisfaction Measures
We published our first full set of data as required at the end of June 2024, using data gathered between April 2023 and March 2024. We also published an update using data gathered between April and September 2024. You can see the full results here – and details of improvements we are making, particularly to improve our repairs service and maintenance of communal areas.
Residents co-created toolkit with Settle for enhancing developments of new homes
Our new neighbourhood design toolkit, developed in partnership with the Voice of the Resident panel and Tpas, aims to help us develop high-quality, sustainable homes that residents can be proud of.
Input from Settle’s residents was integral to the creation of the toolkit. Members of the Voice of the Resident panel were deeply involved in creating the toolkit, participating in workshops and field trips, and collaborating with Tpas to ensure the toolkit reflects what matters most to residents. Read more – https://www.settlegroup.org.uk/2024/09/09/residents-co-create-toolkit-with-settle-for-enhancing-developments-of-new-homes/
Resident feedback shaped our 2030 plan
Earlier this year we published our plan which will guide our work from 2024 until 2030. This was shaped by extensive feedback from our Voice of the Resident Panel, along with feedback from surveys made available to all residents. We received hundreds of responses, meaning that all of the priorities and commitments we will work to through the 2030 plan have been shaped by residents, and our central commitment that we will put residents first throughout all that we do. The full plan is available at www.settlegroup.org.uk/our-plan
Residents helped choose new kitchen and bathroom contract
We were delighted to be supported by members of our Voice of the Resident panel as we reviewed tenders for our next kitchen planed investment programme. Members of the Voice of the Resident Panel worked alongside Settle colleagues, ensuring the resident perspective was considered and influencing the final contractor choice. Read more in our news story https://www.settlegroup.org.uk/2024/03/21/residents-help-choose-new-kitchen-and-bathroom-contract/
Big Door Knocks 2024
We continued to hold our Big Door Knocks during 2024, where colleagues from across Settle speak to residents in our communities to understand how we’re doing and where we can improve. Between April and December 2024 these included:
May 2024 – Hearing from residents about how we communicate with them
July – August 2024 – Hearing from residents in the Grange and Westbury Neighbourhoods, Letchworth
Jackmans Called – You Said, We Did! October and November 2024
Through our Big Door Knock and Neighbourhood Action Events, working with residents in the Jackmans Neighbourhood to shape Neighbourhood Plans and actions focused on what matters most to them. Read more – Jackmans Called! You said, and we did! – Settle