Tenant Annual Report 2025

Resident Involvement

We care about working with our residents and hearing their views. The chart below shows how our residents voices are heard at Board level. Members of the Board and Executive Team also attend the Resident Engagment Panel meetings each month.

Residents feed into everything we do by completing surveys, giving compliments, making complaints, attending events and speaking to their housing officer.

If you would like to join us either by being an Estate champion or our Resident Engagement Panel, please call 01392 273462 or email mail@cornerstonehousing.net

Summary of resident engagement in 2024/2025

  • 11

    11

    Events held or attended

  • 3

    3

    Policies the resident engagement panel reviewed

  • 13

    13

    Entries into Gardening competition

  • 115

    115

    Complaints received

  • 383

    383

    Residents responded to our big plan consultation

  • 5

    5

    Neighbourhoods visited by the Board and Resident Engagement Panel

  • 5

    5

    Events sponsored / fundraised

  • 12

    12

    Resident Engagment panel meetings held

  • 323

    323

    Resident satisfaction surveys received

You Said, We Did

We read and learn from every survey and comment we receive throughout the year. This includes feedback from our Big Plan, Tenant Satisfaction Measures, and complaints. We are listening and acting on the things you said and what we need to do differently. This includes…

Fencing

“Fence at side of property down, Cornerstone to fix?”

“Garden fence post needs fixing. Stopping gate from opening.”

“In relation to the fencing issue, I was advised it would be fixed soon, I don’t want to have my curtains shut all day when kids coming and going to high school.”

What we are doing

We’ve listened to residents’ feedback regarding fencing and acknowledge that our current handbook lacks clear guidance on what Cornerstone is responsible for and what falls to residents. To address this, we are drafting a dedicated fencing policy, which will be shared for resident consultation in autumn 2025

Communal Area Cleaning

“The Hallway smell of dirt, the cleaners never come, they are suppose to be here once a month. No schedule for them ive not heard a hoover for months, pushchairs under stairs. Sometime a job to get in main door.”

What we are doing

For this resident, we arranged an on-site inspection with the contractor to review the issue. Alongside this, we’ve been working with our Resident Engagement Panel to explore service charges and ensure value for money. The panel has also been consulted on the introduction of new noticeboards, which will be installed in communal areas from late 2025 to early 2026. These noticeboards will make it easier for residents to view cleaning records and report issues to us more quickly.

Complaints About Communication

During the 2024–2025 period, communication was the most frequently reported theme in complaints received with 38 reports recorded.

What we are doing

In response, we’ve taken steps to strengthen our customer service by:

  • Increasing staffing within our Customer Service and Repairs teams
  • Creating new roles focused specifically on repairs-related enquiries
  • Establishing a dedicated Repairs Hub to streamline communication and improve response times

These changes are part of our ongoing commitment to ensuring residents receive timely, clear, and helpful information when they need it most.