Islington Council's You Said, We Did
framework is proving effective in enhancing resident input into housing services, according to a recent Homes and Communities Scrutiny Committee meeting. The framework, which aims to strengthen resident-led improvements, has seen resident feedback directly shape practical changes within the council's housing services.
This includes the housing management restructure launched in November 2025, which was shaped through an 18-month co-production process following consultation with 26,000 tenants and 9,000 leaseholders. The restructure introduced named housing officers, increased estate visibility, and more accessible engagement sessions, all based on resident requests. Beyond this, resident feedback has led to increased officer visibility and accessibility with sustained walkabouts on estates, more local engagement opportunities in neighbourhoods and wards, and accessible advice and support in familiar settings such as GP surgeries and community hubs. Family-friendly events and clear communication and transparency are also key outcomes, with residents receiving introductory letters detailing their housing officer and how to contact them.
Councillor Hannah McHugh, Chair of the Homes & Communities Scrutiny Committee, highlighted the framework's success, stating that residents should not just receive housing services but help shape them.
Cassandra Flavius, a resident observer, praised the council's willingness to listen and grow,
noting the report's honesty and alignment with regulatory findings.
The effectiveness of the You Said, We Did
framework is demonstrated through several metrics. Resident satisfaction stands at 65% for overall experience at events, with strong feedback on staffing. Residents felt their queries were addressed, and improvements have been made to event notifications and accessibility. Tenancy audits, with 4,471 completed since November 2025, have led to updated records, identification of property conditions, housing and financial inclusion advice, improved safeguarding, and a reduction in Housing Ombudsman maladministration outcomes from 79% to 56% post-restructure. The council has also completed over 100 community events, including drop-ins and meet-your-housing-officer events, with further resident empowerment events planned. A significant 219 tenant feedback forms suggesting improvements have been received and addressed.
Residents can provide feedback through various channels, including community events, direct feedback forms, tenancy audits, tenant and leaseholder forums, and estate walkabouts. The council also works with the Resident Services Improvement Group (RSIG) and uses scrutiny arrangements to drive improvement. Feedback from complaints is also used. Communication of these channels is ensured through introductory letters, multiple communication channels including electronic estate notice boards, and published quarterly You Said, We Did
updates. A Tenant Empowerment Manager has been appointed to build a dedicated team, and the council is applying for Tpas accreditation.
Cassandra Flavius's comment on regulatory findings
refers to areas of non-compliance identified by the Regulator of Social Housing. These include issues with stock condition surveys, health and safety compliance data accuracy, overdue lift remedial actions, tenant information gaps, and challenges with Tenant Satisfaction Measure (TSM) complaints information. The council's housing services report directly addresses these findings, outlining progress in areas such as accelerating surveys, progressing audit recommendations, and improving complaints data.
The long-term vision for the You Said, We Did
framework is to embed resident voice into all aspects of housing service design and delivery, moving from consultation to demonstrable resident influence.
Future developments suggest potential expansion into areas like resident-led budget influence, estate improvement voting, resident communication testing groups, and tenant-led service standards. The council also aims to involve residents in contractor performance reviews and create neighbourhood action plans co-owned with residents.
To ensure feedback represents diverse needs, the council employs targeted outreach for communities with lower engagement, inclusive engagement practices, and data analysis to identify missing voices. Diverse engagement methods are used, and tenancy audits provide tailored advice. Partnerships with organisations like Stonewall Housing help promote services and remove barriers. The council acknowledges underrepresentation of certain equality data and is working to improve collection. Information is provided in accessible formats, and bespoke services are offered to vulnerable groups.
Mechanisms for following up with residents include quarterly You Said, We Did
updates, action trackers, and annual resident assurance reports. Feedback is acknowledged within ten working days, with progress updates provided within thirty working days. The council aims to complete or update 80% of agreed actions within published timescales. Minutes and newsletters are provided for forums, and transparency is maintained through quarterly engagement updates. The council is committed to closing the feedback loop and embedding accountability with clear owners, target completion dates, and evidence of delivery for each action.
Further plans include establishing a tenant empowerment assurance framework aligned with the Regulator of Social Housing's standards, growing the number of Tenant and Resident Associations, and being honest about constraints such as budget and legislation. The focus is shifting towards outcomes rather than activities, with a commitment to embedding accountability and ensuring resident involvement in reviewing performance data and anti-social behaviour services. Reports on changes made following tenancy audits will be produced every six months.
Public reports pack 01st-Sep-2026 19.30 Homes and Communities Scrutiny Committee.pdf
