Tenant Annual Report 2025

Resident Engagement Panel

The Panel have worked consciously this year to support the residents and the board of directors of Cornerstone, the Resident Engagement Panel have carried out scrutiny tasks to support the board, reviewed major policies, visits to properties to support and establish bonds with residents and housing communities.
We ended the year with the retirement of two well-established members. Appointing a new chairman was the first order of business at the AGM; hence, the path has been a new adventure to satisfy the demands of the board and the governance of the auditors. We are lucky to have the full support of the Cornerstone management team, who are supportive, open-minded and appreciate our input.

Keith Killingback – Chair

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If you want to make a difference. Join our Resident Engagement Panel and help shape how Cornerstone works. Share your views, influence decisions, and improve services for your community.

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The Resident Engagement at Panel work in 2024/25

Damp and Mould Process Review

The panel reviewed Cornerstone’s current approach to damp and mould and made recommendations to improve how we support residents when they report damp and mould. These have now been built into our updated process, which also includes changes to meet the requirements of Awaab’s Law.

Service Charges Review (communal grounds maintenance and cleaning)

In response to the question “Are the grounds maintenance and cleaning services providing value for money to residents?”, the panel’s finding was: “Not consistently, no.”

Recommendations for Improvement:

  • Clearer Service Standards: Provide residents with transparent information about what services to expect and when. Display visible schedules and contractor signing sheets in communal areas.
  • Tailored Service Delivery: Ensure services are appropriate for each neighbourhood rather than applying a one-size-fits-all approach.
  • Value for Money Review: Cornerstone should assess whether in-house services, external contractors, or a blended approach offer the best value for residents.

Following the panel’s review, we’ve been working closely with our contractors to improve the quality and consistency of the service provided.
As part of these improvements, we will be installing noticeboards in communal areas to make maintenance schedules more visible and accessible to residents. This will help ensure greater transparency and allow residents to see when services are due.
We’re committed to making sure all residents receive a service that meets their expectations and delivers value for money.

Anti Social Behaviour Review

Using survey results and feedback from interviews with residents and housing staff, the panel made several recommendations to improve how anti-social behaviour (ASB) incidents are reported and managed. Their aim is to:

  • Make it easier for residents to report ASB
  • Improve communication between Cornerstone and those affected
  • Ensure residents feel heard and supported throughout the process

What we’ve done so far:

  • Made reporting easier: We’ve highlighted the ‘Report ASB’ quick link on our website homepage and main menu.
  • Residents can complete an online form, and we’ve produced a new ASB guide leaflet with a dedicated section on how to report incidents.
  • Improved engagement: We’ve introduced resident surgeries and encouraged participation in estate walkabouts.

Reviewed Our Mutual Exchange Policy

The panel has reviewed our Mutual Exchange Policy and identified several areas that were out of date or needed further clarification to better support our residents.

As a result, we’ve updated the wording to provide clearer guidance on:

  • How long the application process takes
  • What to expect during a property inspection
  • Clarification around our Lettings Policy

These changes aim to make the process more transparent and easier to understand. We’re committed to ensuring our policies reflect current practice and meet the needs of our residents.

Tenant Handbook Review

The panel looked at the current Tenant Handbook and shared helpful feedback on what was missing or could be improved. These suggestions are being used to help shape a new version of the handbook, which we plan to launch by the end of 2025.

Working with other to support you

These practical services are tailored to meet individual needs and can make a real difference in helping residents regain independence and maintain their tenancies.

  • HomeMaker

    £89,539 gained in financial support for residents

    We continued our partnership with HomeMaker Southwest, investing £7,760 to help them support residents facing debt or financial difficulties. In 2024/25, they helped residents gain £89,539 in financial support, including unclaimed welfare benefits. If you’re worried about money or dealing with debt, please get in touch—we’re here to help.

  • Westcountry Savings & Loans

    We continued to support and work in partnership with, Westcountry Savings and Loans, an ethical community-owned, not-for-profit credit union. We are part of the credit union’s sustainability partnership which includes the credit union and other housing associations. We work together to create better outcomes for customers and communities by raising awareness of credit unions and promoting financial well-being for residents

  • TLC Case Management

    We can refer residents to TLC Case Management and cover the cost of their short-term enabling services, designed to help individuals get back on their feet.
    These services include:
    • Decluttering support to help organise living spaces and promote a more manageable home environment
    • Guidance on navigating the benefits system, ensuring residents access the support they’re entitled to
    • Help with budgeting and bill management, supporting financial stability and confidence