Resident governance helps ensure your voice is heard and that we’re held to account. We’ve several resident groups that cover a wide range of topics - from picking contractors to improving day-to-day services.
We launched an inclusive recruitment campaign earlier this year to strengthen our resident governance structure.
The response was overwhelming: 224 residents applied to join our Board and governance panels, bringing with them a wealth of lived experience, professional skills, and deep knowledge of their communities.
From project managers and carers to bakers, para-legals, and retirees, each person offered something unique. We contacted every applicant and many were invited to get involved in our structure, contributing directly to decisions that shape services.
We’re already seeing the difference resident involvement is making:
- Missed appointments are down after residents helped improve gas servicing letters
- Complaint letters are clearer and easier to respond to, thanks to resident feedback
- Diversity in governance has grown - more voices are being heard
- A Scrutiny Panel project on safeguarding is underway, with recommendations expected soon.
“I got involved because I felt things weren’t always being done quite right, and instead of just complaining I wanted to be part of the solution. By getting involved, I can share residents’ views, help improve services and make Southern Housing better for everyone.”
Residents supporting change
Our Complaints Panel drive real improvements and ensure feedback leads to action.
The panel went a step further this year, contributing to our Annual Complaints Self-Assessment. This is a report we complete to look at our performance compared to the Housing Ombudsman's Complaint Handling Code. The panel’s key contributions included addressing repairs, highlighting the importance of keeping residents informed with timely updates and resolutions.
