In June 2015 we published Changing Places. This asked how we can make resident involvement more relevant to us and, most importantly, to our residents. In the research paper, we argued it was time for a new approach.

Over the past year, we have conducted four strands of research to define this new approach, ensuring it is one based on evidence and the voice of our customers. Over 1,300 residents participated in this research.

The latest report, Changing Focus, shares our findings and how we are using these to transform our approach to resident involvement.

We’ve concluded it’s time to change. We found that for most of our residents, traditional forms of involvement are not relevant to them. We need to adapt our approach to become more responsive to the needs of our residents and our business. Changing Focus outlines how we intend to achieve this.

If you’d like more information about Changing Focus please contact