Hillingdon Council will now refer to applicants for housing services as 'residents' rather than 'customers' or 'clients'. The change is part of a broader effort to improve the experience of those seeking assistance and was discussed at the Hillingdon Council Cabinet meeting on Thursday 26 June 2025.
The decision follows a review by the Residents' Services Select Committee, which focused on enhancing the resident experience, process efficiency, staff support and training, and building on existing partnerships. The committee's report, Select Committee Review, included several recommendations aimed at making the process more accessible and empathetic.
Other recommendations from the committee include creating a clearer Residents' Charter, reconfiguring the Housing Reception Centre to provide a more welcoming environment, and ensuring regular casework supervision for housing staff. The council also plans to explore online eligibility checks and automated text reminders for appointments to improve process efficiency.
Councillor Steve Tuckwell, Cabinet Member for Planning, Housing & Growth, is expected to implement the committee's recommendations. The report also includes an update on the Temporary Accommodation Action Plan, which was approved by Cabinet in February 2025, focusing on increasing prevention, alternative housing options, reducing costs, and increasing move-on into social housing.